Inspection on 08/10/07 for SCIC - 184 Drayton Avenue

This inspection was carried out on 8th October 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 no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

SCIC - 184 Drayton Avenue 10/03/07

SCIC - 184 Drayton Avenue 19/01/06

SCIC - 184 Drayton Avenue 24/08/05

SCIC - 184 Drayton Avenue 30/03/05

SCIC - 184 Drayton Avenue 22/07/04

SCIC - 184 Drayton Avenue 21/02/04

SCIC - 184 Drayton Avenue 18/11/03

Similar services:

Polesworth Group Friary Road

Polesworth Group Pooley Heights

Polesworth Group 32 Station Road

Polesworth Group 70 Long Street

Breme

Polesworth Group 64 Long Street

Polesworth Group 68 Long Street

10 Whitfield Avenue

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

CARE HOME ADULTS 18-65 SCIC - Drayton Avenue, 184 184 Drayton Avenue Stratford On Avon Warwickshire CV37 9LD Lead Inspector Jo Johnson Key Unannounced Inspection 8th October 2007 14:00 SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 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 SCIC - Drayton Avenue, 184 DS0000004467.V347125.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 Adults 18-65. 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. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service SCIC - Drayton Avenue, 184 Address 184 Drayton Avenue Stratford On Avon Warwickshire CV37 9LD 01789 298709 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) Stratford & District Mencap Mrs Alexandra Louise Arnold Care Home 3 Category(ies) of Learning disability (3) registration, with number of places SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. NVQ Level 4 The Registered Manager achieve qualifications in both management and care including the Registered Managers Award, by 2005. Learning Difficulty Award The Registered Manager pursues a professional qualification in the field of learning difficulty by undertaking the Learning Difficulty Award Framework level 3 by 2004. Successful completion of above awards The Registered Manager to notify the National Care Standards Commission upon successful completion of the above and immediately in the event that the Registered Manager fails to achieve it or that the Registered Manager ceases, for whatever reason, to undertake the stated training. 10th March 2007 3. Date of last inspection Brief Description of the Service: Drayton Avenue is a three bed roomed semi-detached house which offers longterm accommodation for adults who have learning disabilities. The house has a lounge, dining room, kitchen, toilet and utility room on the ground floor. On the first floor it has three bedrooms, a bathroom and a staff sleeping in room. It has an open front and enclosed rear garden and is situated on the outskirts of Stratford on Avon within a large estate of social housing. The town centre is accessible by bus. The current scale of charging is £598.17. Additional costs that have to be met by service users include toiletries, chiropodists, outings, holidays, club activities, horse riding and magazines. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The focus of inspections undertaken by the Commission for Social Care Inspection (CSCI) is upon outcomes for service users and their views of the service provided. This process considers the care home’s capacity to meet regulatory requirements, minimum standards of practice and focuses on aspects of service provisions that need further development. The manager supplied the commission with an AQAA (Annual Quality Assurance Assessment). Information from this has been used to make judgements about the service, and have been included in this report. The inspection visit was unannounced (we did not let the home know that we were coming) and took place on 9th October 2007 at 2pm. The inspection involved: • • • Observations of and talking with the person who lives at the home, their parent and the support worker and manager on duty at the time. Observation of working practices and of the interaction between the individual and staff. The one person was identified for close examination by reading their, care plan, risk assessments, daily records and other relevant information. This is part of a process known as ‘case tracking’, where evidence is matched to outcomes for people. A tour of the environment was undertaken, and home records were sampled, including staff training and recruitment, health and safety, and staff rotas. • The inspector would like to thank the person who lives at the home, manager and staff for their hospitality and cooperation during the inspection visit. What the service does well: There are good quality, easy to follow person centred assessments and care plans in place. Any risks to the person have been assessed and the assessments are clear and easy to follow. The person living at the home is supported to be part of their local community. The person living at the home has good relationships with staff and is relaxed with them. The environment is warm and welcoming and the home is clean and tidy. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 6 There is a low staff turnover and stable staff team. This means that people living at the home have a regular team of staff who have a good understanding of their needs. The person living at the home are involved in day-to-day decisions about how the home is run. The home is well managed so the person living there benefits from a well run service. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,4 Quality in this outcome area is good People’s needs are assessed and they are provided with information so that they are clear about their rights and entitlements at the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The Statement of Purpose and Service User Guide are in large print and supported by pictures, which makes it easier for people with learning disabilities to understand the services in the home. There have been no new people admitted to the home for a long time so the outcomes for any new person coming to live in the home could not be fully assessed. However, two people have recently moved out of the home and two new people will be moving in to the house in the near future. One of the people moving in visited for tea during the inspection. They said that they wanted to live at “Drayton Ave with xxx and xxx”. The person living at the home and their relative said that they were happy for the two people to move in. From discussion with the manager, the people SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 9 from a home that is closing and homes that had vacancies had a ‘consultation’ day where they all met together and chose who they would like to live with. There has been a planned schedule of visits before any final decisions have been made. The manager said that social services and peoples’ families have been involved and kept informed of the planned moves. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,9 Quality in this outcome area is good The people living in this home are involved in decisions about their lives and are playing an active role in planning their care and the support they receive. This judgement has been made using available evidence including a visit to this service. EVIDENCE: One person’s care records were seen and gone through with them. The file contained a care plan detailing personal, health, social care needs and how staff are to meet and support those needs. There were good descriptions of how staff are to support the individual to make choices and decisions and promote their independence in their every day life. The person had signed their care plan and risk assessments to show that they have agreed, and understood them. Pictures supported parts of the plan. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 11 Risk assessments were in place for the person that had been regularly reviewed as part of the care plan reviews and as new or changed risks were identified. They were clear and easy to follow. Positive interactions and relationships were seen between the individual, the manager and staff. The person and staff clearly enjoyed each other’s company. The person went through a book where they had been writing with staff important things that had been happening. However, this had not been kept up to date or did not include photographs to show what they had been doing such as their recent holiday. Staff should make sure that they start ‘life story’ books with people and keep them up to date, as these give a much more interesting picture of how people have been spending their time and people may find them easier to follow than written records. This will be particularly important during the time that new people are moving into the house and will become an important part of each other’s lives. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16,17 Quality in this outcome area is excellent People are supported in the local community and take part in activities. Their rights are respected and they have a varied and balanced diet. This judgement has been made using available evidence including a visit to this service. EVIDENCE: On arrival at the home, the person was still at their community day service. They returned later and was clearly looking forward to their prospective housemate coming for tea. They spent some time with their parent clearing out their bedroom ready for some new furniture. The person attends a community day service five days and week. The person was positive about their time spent at community day services with their friends and said “ I go horse riding and out for lunch”. When asked how they spend their free time the person said, “I go and stay at Mum’s for the SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 13 weekend”, “we go out…I’m going to the mop (fair) with my friends, I like winning things” and “ I go and visit friends and they come here”. From discussions with the person, their parent, staff and the manager, people’s relationships with their families and friends are supported and maintained. The person was involved in preparing the evening meal for themselves and their visitor. They said that they shopping once a week for food at the local supermarket. The menus show that the person is provided with a well-balanced and nutritious diet. All food being stored in the kitchen looked fresh and was well within the use by date. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19,20 Quality in this outcome area is good. The health and personal care that people in this home receive is based on their individual needs. Medication systems in place are safe. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The people who previously lived in the house were all females and the two people moving in are males. From discussion with the manager and staff there will need to be some work needed on promoting people’s privacy and dignity when the two new people move in. There may be other issues related to equality and diversity due to people’s different ways of communicating, age, gender and learning disabilities. The organisation has identified ‘equality and diversity’ training on it’s training programme but has not yet provided this training for staff. This training must be provided to make sure that staff can meet the diverse needs of the people who will be moving into the house and work with them in a person centred way. One of the people who is planning to move in has autism and the person currently living in the house has some autistic tendencies. From discussion SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 15 with the manager and staff, it has been difficult to promote one of the peoples’ independence and involvement in daily activities due to staff skills shortages. Staff have not been provided with any training on autism and it is very important that they have skills and knowledge in this subject to make sure that they can appropriately support people in ways that will maximise and promote their independence. From discussion with the manager and staff, it has been difficult to promote one of the peoples’ independence and involvement in daily activities due to staff skills shortages. The person’s health records and care plan showed that their right to goodquality physical and mental health care is being promoted. The records show that as part of promoting their health people make regular visits to a dentist, optician, specific health consultants, their GP and a chiropodist when needed. The person said “ I go to see Dr xxx he’s a nice man…I had a pain in the hip, went to the hospital …had some tablets, it’s better now”. There is a ‘continuing health care assessment’ completed by the learning disability team dated 2004 in the person’s care plan. This refers to the individual waiting for hip surgery that has since happened. Only current health information or assessments should be included in people’s care records so that staff have current and accurate information about their health needs. Staff are trained in the medication policies and procedures during induction and there is a medication training programme. Medication records seen were correct. Medication was stored correctly and any jars, tubes or ointments were dated when opened. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22,23 Quality in this outcome area is good Complaints procedures make sure that peoples, relatives and representatives concerns and complaints are listened to and acted upon. A staff team who have a good knowledge of how to respond to any suspicion of abuse and to keep people safe from harm support the people living at the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There is a complaints policy, which is in symbol and large print format and includes information about the Commission for Social Care Inspection. When asked about who they could talk to if they were unhappy the person said, “my keyworker and XXX (manager)… they listen and don’t get cross”. When asked whether they felt ‘safe’ at the home they said, “yes I do actually”. The person went on to say about a complaint they had made to the manager with staff support and that it had been sorted out. There is a complaints log and the complaint referred to by the individual was recorded. The manager went through her investigation and the outcome. However, this had not been recorded in the complaints log so there was no record any investigation or outcome, although the person was clearly satisfied with the outcome and feedback. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 17 There have been no complaints or allegations of abuse received by the commission since last inspection. An adult protection procedure is in place at the home so that staff know how and to who they can report any suspicions of abuse. The staff and manager spoken with were confident of how to use these procedures. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 30 Quality in this outcome area is good The home is well maintained and furnished so that people live in a homely, clean, comfortable environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There is a warm and welcoming atmosphere in the home and at the time of the visit, it was homely, comfortable and safe. The person proudly gave a tour of the communal areas of the house and their bedroom. The home was clean and free from any offensive odours. The person chose where to spend their time either downstairs in the dining room or in their bedroom. During the inspection, the sofa was taken away so that the new one could be delivered the next day. The person and their visitor had camping chairs and SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 19 seemed to think this was fun and were looking forward the new furniture being delivered. The person’s bedroom reflected their individual lifestyle, interests and taste. They were having a clear out with their parent in preparation for new furniture. The person said that they are involved in cleaning and tidying alongside staff. They said that the staff help them with their laundry. There are established policies and procedures in place for the control of the risk of infection in the home and staff practices during the visit were seen to be safe. Infection control training is included in mandatory training for all staff. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32,34,35,36 Quality in this outcome area is good The people living in this home are protected by robust recruitment practices and supported by a supervised and competent staff team. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Observation of care practice and discussion with the manager and staff member on duty at the time showed that positive relationships exist between the person and the staff supporting them. The person and visitor sought staff out and were comfortable with them. The staff seen was a good listener and communicator and was interested and committed to the work they were doing. The home has a low turnover of staff with only two staff leaving since the last inspection. Staff sickness levels are also very low and this means that a consistent staff team that they know well supports the person living at the home. They said, “know all the staff”. The training schedule shows that staff have been well trained in mandatory health and safety related training, (e.g. first aid, food hygiene and fire safety). SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 21 However as previously mentioned staff have not been provided with equality and diversity training or training to meet the specialist needs of individuals such as autism training. Three staff records were seen including the most recently recruited member of staff. They included all of the necessary documentation to demonstrate that the staff are suitable to work with people living at the home. They all included CRB (Criminal Records Bureau) checks and references. Staff spoken with and records seen show that they have regular supervision and staff meetings. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 22 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37,39,42 Quality in this outcome area is good People benefit from living in a well maintained and managed home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Discussion with staff and the manager, examination of home records and observation of care practices demonstrated that the service is managed by a competent and skilled manager who fosters an atmosphere of openness and respect with the person and their parent. Last year the people living at the home were surveyed for their views. The outcomes of this consultation were summarised and fed into the development plan for the home. The manager said that she intends to give out fresh SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 23 questionnaires for people to complete when they have settled after moving in to the home. The organisation’s quality assurance system has been recently been reviewed and will now include formal consultation with families and professionals involved with people. A representative of the organisation carries out monthly monitoring visits and copies of the reports are kept at the home. The reports show that suitable arrangements are in place for monitoring the work of the home and provide an opportunity for the visitor to seek the views of people using the service and to check significant records, such as accidents, incidents and complaints. Information provided before the inspection, by the manager in the AQAA (Annual Quality Assurance Assessment) indicates that relevant Health and Safety checks and maintenance are being carried out at the home. A number of Health and Safety records were checked, including the fire safety log. These records showed that health and safety matters are well managed. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 x 4 3 5 x INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 x 26 x 27 x 28 x 29 x 30 3 STAFFING Standard No Score 31 x 32 2 33 x 34 3 35 2 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 x 3 x LIFESTYLES Standard No Score 11 x 12 4 13 4 14 x 15 4 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 x 3 x x 3 x SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard YA35 Regulation 18(1)(a) Requirement ‘Equality and Diversity’ and ‘Autism’ training must be provided for staff. This is to make sure that staff can meet the diverse needs of the people who live and will be moving into the house and work with them in a person centred way. It is important that they have skills, knowledge and understanding of autism so that they can appropriately support people in ways that will maximise and promote their independence. Timescale for action 01/04/08 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 YA6 Good Practice Recommendations Staff should make sure that they start ‘life story’ books DS0000004467.V347125.R01.S.doc Version 5.2 Page 26 SCIC - Drayton Avenue, 184 with people and keep them up to date, as these give a much more interesting picture of how people have been spending their time and people may find them easier to follow than written records. This will be particularly important during the time that new people are moving into the house and will become an important part of each other’s lives. 2 3 YA19 YA23 Only current health information or assessments should be included in people’s care records. This is so that staff have current and accurate information about their health needs. Any complaints investigation, outcome and feedback must be recorded. This is to show that complaints are taken seriously, investigated feedback given and improvements made to any shortfalls identified. SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Birmingham Office 1st Floor Ladywood House 45-56 Stephenson Street Birmingham B2 4UZ 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 SCIC - Drayton Avenue, 184 DS0000004467.V347125.R01.S.doc Version 5.2 Page 28 - 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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