Inspection on 03/08/06 for Sandhurst

This inspection was carried out on 3rd August 2006.

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

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

Other inspections for this house

Sandhurst 19/09/08

Sandhurst 20/09/07

Sandhurst 17/10/05

Sandhurst 07/02/05

Sandhurst 29/07/04

Sandhurst 30/03/04

Similar services:

2 Perhaver Park

The Vicarage

Fairfields Country Rest Home

St George`s

5 Seafield Road

Credence House

Poldhu

Queensmount

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

CARE HOMES FOR OLDER PEOPLE Sandhurst 49/51 Abbotsham Road Bideford Devon EX39 3AQ Lead Inspector Stephen Spratling Key Unannounced Inspection 10:00 3rd August 2006 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 Sandhurst DS0000022118.V296111.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. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Sandhurst Address 49/51 Abbotsham Road Bideford Devon EX39 3AQ 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) 01237 477195 01237 470601 Mr Klaus-Jurgen Gunter Kothe Mrs Victoria Caroline Kothe Care Home 21 Category(ies) of Dementia - over 65 years of age (20), Learning registration, with number disability over 65 years of age (20), Mental of places Disorder, excluding learning disability or dementia - over 65 years of age (20), Old age, not falling within any other category (21) Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. To enable one named person, who is under 65 years old, outside age range of registration, to be admitted, The maximum number of persons accommodated at the home, including the named service user, will remain at 21. On the termination of the placement of the named service user or on her attaining the age of 65 years the registered person will notify the Commission in writing and the particulars and conditions of this registration will revert to those held on the 22/03/2006 17th October 2005 Date of last inspection Brief Description of the Service: Sandhurst is a care home providing accommodation and personal care for up to 21 people, over the age of 65 years. It is registered to admit people who need care as result of Old Age, Dementia, a Learning Disability and/or a Mental Disorder. The home is situated on the outskirts of Bideford. The 3-storey home consists of two adjoining houses, built in the Victorian era. There are 17 single bedrooms, and two double rooms. There is a lounge and a dining room on the ground floor. The 2nd floor (attic area) has room for 2 flatlets comprising of bedroom en suite and lounge. There are stair lifts between all three floors. The fees currently charged by this service are between £227 to £363. Copies of the inspection report can be found in the entrance lobby of the home. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Before the inspection site visit the inspector sent out a total of 27 questionnaires, seeking people’s views about the service. Completed or partially completed questionnaires from 4 service users, 2 relatives of service users and seven from health & social care professionals were returned. The inspection site visits was made unannounced on the 3rd of August 2006. During the course of the inspection the inspector spoke with nine residents, three members of care staff and the home manager. He looked closely (case tracked) the care of three residents. He also looked at other documents/records e.g. policies & procedures and recruitment records. What the service does well: Kim Cox has been managing this home over the past nine months and though not yet registered with the commission, she has implemented many very important improvements to this service. The home carries out good needs assessments with potential new residents, which helps to make sure that Sandhurst is the right place for them before they move. Residents in this home are treated with respect and receive a good standard of care. All residents spoken with during the inspection were full of praise for care staff, with one person, for example, describing them as “excellent”. A visitor completing a questionnaire wrote that “staff are very open and friendly…” and a visiting professional commented “I can not speak highly enough of Kim (the manager) and her staff’s commitment to making people’s lives better.” Care staff are now offered a lot of training which is helping them do their jobs better and are well supported by the home’s manager. Staff are on duty in sufficient numbers to make sure residents get care when they need it and without the need to rush. Residents say that they are happy with the choice of activities available, that they chose how they spend their time and that their visitors are made to feel welcome. They report that the food provided at the home is good and residents were seen getting help to eat as they need it. Residents’ medicines are properly managed and they can be confident that concerns and complaints will be listened to and acted upon. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 6 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. Sandhurst DS0000022118.V296111.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 Sandhurst DS0000022118.V296111.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and prospective residents can be confident that the home’s assessment and admissions practice will help to ensure that the their needs can be met. EVIDENCE: Residents and relatives completing Commission questionnaires indicated that they felt they had sufficient information pre-admission to the home. The records of three residents read by the inspector contained sufficiently detailed information identifying residents’ needs, preferences and history. Files contained the home’s own assessments complemented by information provided by care managers and others such as community psychiatric nurses. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Residents in this home are treated with respect and receive a good standard of personal care and health care. However care planning needs to improve to ensure this is maintained to a consistently high standard. Satisfactory systems are in place to help ensure that residents receive the medications they need safely. EVIDENCE: Three care plans were read. All provided some reflection of residents’ needs identified through assessments and one contained a very useful summary sheet - “daily instructions” which provided a description of the resident’s usual routine and the general care needed. This person’s file also contained some useful guidance, provided by a community psychiatric nurse, on how to respond to behaviour that staff could find challenging. However despite this positive work the care plans read did not fully reflect assessments as they should and did not provide sufficiently clear or detailed guidance for care staff. For example one person’s records indicated that they Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 10 had suffered a number of nose bleeds yet there was no care plan guiding staff how they should respond to this. And the care plan of another resident whose skin was vulnerable to pressure damage did not describe the measures being taken to prevent/monitor skin break down. The inspector did observe that a pressure relieving mattress and cushions were being used in the care of this person. Two district nurses completed and returned Commission questionnaires, both reflected positively on improvements they have seen in the service and both indicated that they feel care staff now seek advice without delay and follow health care guidance provided. Care records read showed evidence of regular contact with health care professionals, with one resident having had 14 consultations with their GP since April 2006, and evidence of regular community psychiatric nurse contact for another. All four residents who completed and returned the Commission questionnaire confirmed that they believe they “always” receive the medical support they need. One relative completing a questionnaire wrote “staff were excellent…” when their relative was ill. All nine residents spoken with during the inspection confirmed that staff are polite and respectful. Through the day staff were seen addressing residents warmly and politely, providing care discreetly and moving to private areas where personal care was required. The inspector saw that medications are stored securely. Six medication record sheets were looked at and all were properly completed to show when and how much medication had been administered and by whom. All but one also provided a clear record of medications received in the home for each resident. Controlled medications were securely stored with proper records being kept. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents at this home are supported to be active, to chose how they spend their time and their visitors are made to feel welcome. Residents are provided with a choice of good food and the help they need to eat. EVIDENCE: Four residents were asked by the inspector if they feel there is enough to do in the home and all said they believe there is. The home does have an activities program including an exercise group twice a week and a “church service” on a Friday. Care staff confirmed that they have time to go out of the home with residents individually if residents want to. All residents asked confirmed that they can spend time in the home where they wish and get up and go to bed when they want to. A relative completing a Commission questionnaire wrote “staff are very open and friendly to visiting relatives, providing refreshments when needed”. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 12 The manager confirmed that visitors are welcome at any time without appointment. Of four residents completing the Commission questionnaire, three said they always like the food and one said they usually do. The inspector ate lunch with residents in the dining room. The meal was hot, nicely presented, with residents sitting around small tables and receiving their food all at the same time. The inspector heard residents being offered choice of food and drinks. The atmosphere was relaxed and residents were left to eat at their own pace. Some residents were seen eating in the lounge and others chose to eat in their rooms. Two residents received assistance to eat; staff helping them were attentive, sitting and talking with them, taking the time needed. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents can be confident that concerns and complaints will be listened to and acted upon. They can also be confident that staff would act to protect residents if they were being mistreated, but can not be fully assured that staff would respond in line with best practice guidance and locally agreed procedures. EVIDENCE: The home’s complaints procedure is posted in the entrance hall of the home and provides clear guidance as to how residents or visitors can make complaints. All residents and relatives completing Commission questionnaires confirmed that they know how to make a complaint and that they know who to speak with if they are unhappy. All four residents returning questionnaires confirmed that staff listen and act on what they say. The commission has not received any complaints about this service since the last key inspection. The manager reported that no formal complaints have been received by the home since the last key inspection. All three staff members spoken with confirmed that they have received training about recognition and reporting of abuse. Training records seen indicated that most care staff have now received training about this issue. Junior staff spoken with were clear of their responsibility to report concerns to their seniors; a senior member of staff was not sufficiently clear about reporting procedures in Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 14 the event of an allegation of abuse being passed to them. Staff spoken with indicated that the home now has an open culture, that they feel able to talk to seniors and the manager if they have concerns and that improved staffing levels means they do not have to rush nor generally feel pressured in their work. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. This home provides a clean environment which is adequately furnished. Decoratively it has been improved in some areas but further work is needed to ensure all areas are homely and pleasant to be in. EVIDENCE: The inspector walked around all of the shared areas of the home, looked in nine bedrooms and around the grounds. All areas were clean and no unpleasant odours were noticed. Some areas had been decorated since the last inspection, the downstairs toilet floor properly sealed and all areas were adequately furnished. Some furnishings are showing signs of wear; for example some armchair arms in the lounge are wearing thin. Bed rooms are suitably equipped, though decoratively some would benefit from redecoration and in some curtains, carpets and wall coverings don’t match. Carpets in the upstairs lounge and in a ground floor bedroom are very worn, baggy (see management and administration) and need to be replaced; the manager said Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 16 quotes for this work were being sought. In the upper lounge work has now been done to ensure that a window can be opened for ventilation. The exterior of the building has been partially decorated, upper floor windows and guttering still needs repainting. The gardens were neat. Residents and staff asked said they were happy that the home is kept clean and that general maintenance is done in reasonable time. Three of four residents completing questionnaires reported that the home is “always” clean and fresh; one indicated that it usually is. Two relatives completing questionnaires were asked the same question; one responded always and the other usually. The kitchen was clean, though many of the units are old and showing signs of ware. An Environmental Health “kitchen assessment” dated 16/12/05 recommended “consideration of replacement of fixtures and fittings”, but made no formal requirements. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Kind and increasingly skilled care staff, employed in sufficient numbers, help to ensure that residents are treated with respect and get the care they want and need. Though not completely robust the procedures followed for vetting and recruiting care staff help to protect residents from people unsuitable to care for them. EVIDENCE: Staff spoken with said that they feel staffing levels are mostly high enough to ensure they are able to work steadily and at residents pace. All three reported having attended a broad variety of training over the previous nine months including training about safe moving and handling of residents, medication training from a Pharmacist, health & safety training and all three were doing NVQ qualifications supported and funded through the home. The manager has developed a staff training schedule from which it was possible to see that all staff have attended a lot of training on the subjects mentioned above and on other subjects such as care of people with dementia, Parkinson’s disease and infection control. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 18 Of nine residents spoken with eight indicated that they get help as and when they need it without undue delay; one person said they sometimes have to wait longer than they would like. Residents spoke highly of care staff with one person describing them as “excellent” and another saying they think the “girls are lovely”. A relative commented on a Commission questionnaire that they think the staff are “very helpful at all times”. The seven professionals responding to Commission questionnaire also reflected positively on care staff, with five confirming that they believe staff demonstrate a clear understanding of residents’ needs and the other two indicating that they believe this is mostly so. Six indicated that appropriate action is now taken when staff can no longer manage the care needs of service users (the seventh did not comment). One care manager wrote “I cannot speak highly enough of Kim (the manager) and her staff’s commitment to making people’s lives better.” The recruitment records of four care staff were seen and all contained adequate pre-employment checks including references and Criminal Records Bureau checks. However the CRB check for one recently recruited member of staff had not been received until three months after they had started in post and a Protection of vulnerable adults First check not received until two months after they had started. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 & 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The management of this home has greatly improved meaning residents now receive a safer service from a well supported staff team. Residents’ finances are properly handled. Systems for ensuring and improving the quality of the service provided to residents are not yet sufficiently developed meaning improvements needed may not be recognised and acted upon. Though the approach of the home to maintaining a safe environment for residents has improved, residents still cannot be assured that the home is a safe for them as it should be. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 20 EVIDENCE: The manager has been in post for about nine months and many positive changes have occurred in the home since her appointment. Staff spoken with said that she is approachable and supportive, reporting that there is now a good sense of team work within the home. Six of the seven professionals returning Commission questionnaires wrote that they think this service is improving, one wrote that they find the manager “excellent and open with Social Services and Health staff” another that they believe management at the home is “much improved”. The manager provided evidence of having done a variety of training since taking up her post including a course which qualifies her to teach safe moving and handling to care staff, which she has been doing. Many improvements have been made to the running of the home and some systems are in place to help ensure the quality of the service e.g. a more open complaints procedure and regular formal one to one supervision for care staff. However systems to monitor service users’ satisfaction with the service and to identify improvements need are not in place. The home does not have a service development plan. The inspector looked at the home’s systems for managing residents’ money and billing residents for additional services such as hairdressing. Clear records and receipts were being kept and systems were easily audited and the small amounts of cash held for residents tallied with the records kept. The fire door into the upstairs lounge has been fitted with an automatic door closure device since the last inspection; however the door handle was missing leaving a hole in the door and making it ineffective as a fire door. As mentioned earlier two carpets seen were worn out, baggy and torn, making them potential trip hazards for residents. The manager reported that risk assessments on upper floor windows have been done and the inspector saw that all but one previously identified high risk windows have been fitted with opening restrictors to reduce the risk of people falling from them. A record of weekly maintenance checks being done on window restrictors, bath temperatures and fire alarms was seen by the inspector. Record of the fire alarm system being professionally serviced, dated 1st August 2006, was also seen. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 2 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 X X 2 Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 OP29 Standard Regulation 19 Requirement The registered person must not employ a person to work in the care home unless…he has obtained in respect of that person all the information and documents specified in paragraphs 1 to 7 of schedule 2. A CRB and protection of vulnerable adults check (POVA) check should be made prior to the appointment of a new care worker. Ref paragraph 26 & 27 Protection of Vulnerable Adults Scheme- A Practical Guide (produced by the Department of Health and updated 16/05/06; www.dh.gov.uk). A check against the POVA list cannot yet be made without making a new full CRB application. Therefore CRB checks are not transferable from one employer to another. Timescale for action 03/10/06 Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 23 2 OP33 24 The registered person should establish and maintain a system for reviewing at appropriate intervals the quality of care provided at the care home… The system must provide for consultation with service users and their representatives. The registered person must supply to the Commission a report in respect of any review conducted and make a copy of the report available to service users. 03/02/07 3 OP38 13 (4) The registered person shall ensure that - (a) all parts of the home to which service users have access are so far as reasonably practicable free from hazards to their safety; unnecessary risks to health and safety should be identified and so far as possible eliminated. (e.g. damaged carpets that are trip hazards should be replaced; all upper floor windows should be risk assessed and suitably restricted where indicated) Previous requirement not met. 03/10/06 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 OP7 Good Practice Recommendations The care plan should set out in detail the action which needs to be taken by care staff to ensure that all aspects of their health, personal and social care are met. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 24 2. 3. OP18 OP19 All staff should be clear about the correct policy/procedure for responding to concerns/allegations of abuse. All areas of the home should be maintained to a good decorative standard. Sandhurst DS0000022118.V296111.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Exeter Suites 1 & 7 Renslade House Bonhay Road Exeter EX4 3AY National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Sandhurst DS0000022118.V296111.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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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