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Inspection on 02/05/07 for South Park Residential Home

Also see our care home review for South Park Residential Home for more information

This inspection was carried out on 2nd May 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The staff at South Park have been successful in providing a comfortable, relaxed environment for people who have chosen to make this their home. Feedback from residents and visitors to the home was very good on the approach and attitude of the staff group. Staff were described by residents as "very caring", "patient", "excellent" and "very kind". One resident described South Park as a "home from home". Another person described it as "well run", "lively" and "a happy place". Visitors said they were made to feel welcome and that the general health and independence of their relatives had improved since moving into the home. Staff were seen to work at the individual residents` pace. Meal times were unhurried with residents involved in setting the table and being given plenty of time to sit at the table during and after the meal making this time part of the social life of the home.

What has improved since the last inspection?

Staff have continued to make improvements in the care planning which allows the sharing of knowledge about individual needs and preferences. A significant amount of staff training has taken place to bring practices up to date and assist in ensuring people who use the service are provided with appropriate care. Improvements have continued on the environment with new flooring and certain areas redecoration has taken place.

What the care home could do better:

Care must be taken to make sure that repairs, particularly those that might impact on the health and safety of residents are carried out without delay. The improvements already made on the care planning need to be continued so that all care plans include details of the strengths, needs and preferences ofresidents in more detail. The inclusion of life history for residents would provide staff with a greater insight into the previous interests and lifestyle of individuals. Details of the religious and cultural needs of individuals needs to be expanded to include how these will be met. Individual risk assessments need to be in place and reviewed on a regular basis. The improvements in opportunities for training need to be continued and all staff need to be provided with up to date training on dementia care. Where training has been completed the home owner must ensure that certificates showing completion are available in the home. The quality monitoring system needs to be completed to include an annual review of the care provided and a development plan. The service user guide and contract need to be reviewed.

CARE HOMES FOR OLDER PEOPLE South Park Residential Home 193 South Park Road Wimbledon London SW19 8RY Lead Inspector Liz O`Reilly Unannounced Inspection 2nd May 2007 10:30 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 South Park Residential Home DS0000027229.V338307.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. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service South Park Residential Home Address 193 South Park Road Wimbledon London SW19 8RY 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) 0208 296 9602 020 8944 1915 lanoireuk@aol.com South Park Residential Home Ltd Ms Rose Hughes Care Home 11 Category(ies) of Dementia - over 65 years of age (3), Old age, registration, with number not falling within any other category (11) of places South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 22nd November 2006 Brief Description of the Service: South Park Residential Home provides accommodation and care for eleven older people. The home is privately owned and is located in a residential area of Wimbledon, close to shops, churches of different denominations and good public transport links. Accommodation is provided over two floors serviced by a lift. Current fees range from £425 to £440 per week. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection was carried out by one regulation inspector and included a visit to the home, discussion with people who use the service, care staff, the manager and visitors, examination of certain records and observations. In addition questionnaires were provided for residents, staff and relatives. The information provided from all of these sources has been used to reach the judgements made in this report. What the service does well: What has improved since the last inspection? What they could do better: Care must be taken to make sure that repairs, particularly those that might impact on the health and safety of residents are carried out without delay. The improvements already made on the care planning need to be continued so that all care plans include details of the strengths, needs and preferences of South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 6 residents in more detail. The inclusion of life history for residents would provide staff with a greater insight into the previous interests and lifestyle of individuals. Details of the religious and cultural needs of individuals needs to be expanded to include how these will be met. Individual risk assessments need to be in place and reviewed on a regular basis. The improvements in opportunities for training need to be continued and all staff need to be provided with up to date training on dementia care. Where training has been completed the home owner must ensure that certificates showing completion are available in the home. The quality monitoring system needs to be completed to include an annual review of the care provided and a development plan. The service user guide and contract need to be reviewed. 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. South Park Residential Home DS0000027229.V338307.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 South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3 & 6 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Pre inspection assessments are carried out and this information is used by staff to make sure that they can meet individual needs and set up an initial care plan. This home does not provide intermediate care. EVIDENCE: We found that before anyone was admitted assessments were carried out to make sure that information on individual needs and wishes are known and can be met by the home. This information is also used by staff to set up a care plan which can be in place from the first day someone moves in. A written Service User Guide which gives information on what people can expect from the service is available. A copy of the updated guide needs to be provided to the CSCI. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 9 Feedback from relatives and residents indicated that some people would have liked more information about the home. All residents are provided with a contract, setting out their terms and conditions. A copy of the standard contract needs to be provided to the CSCI. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 & 10 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Each person has a care plan but the standard of care planning is not consistent or particularly person centred. Residents are not fully protected by the risk assessments in place at present. The health care needs of individuals are monitored and action is taken if needed. Medication is well managed. EVIDENCE: We found that staff are making sure that each person is provided with a care plan which sets out the needs and some of the likes and dislikes of individuals. There have been clear improvements in some of the care plans but this improvements need to be carried forward by all the staff team. More detail on the preferences of individual residents would help staff in providing a more person centred service. It is recommended that the manager is provided with training on person centred care planning. We found daily monitoring sheets repetitive and not very informative. Staff need to include more detail of the care provided and how the resident spent their day. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 11 Staff need to take care not to make judgements about residents when writing care plans or the daily report. Reports should describe behaviour rather than make a judgement on the behaviour. If there are concerns about an individual the report needs to include how this might be managed and if there are any triggers. Risk assessments are in place but in order to protect residents these need to be regularly reviewed, signed and dated. If individual residents are at particular risk of for example falls then staff must make sure that a falls risk assessment is in place. Residents are registered with local GPs and arrangements are made for regular visits to the home from chiropodists, opticians and dentists. Individuals can also use community facilities for their health care needs. If necessary arrangements will be made for district nurses to visit residents. Family members reported to us that staff were very quick to pick up on any health problems and deal with them. Another relative said that they felt their relatives health had improved from living in the home. We found medication was safely stored with up to date records kept which assists in ensuring the health and welfare of people who use the service. Feedback from residents and other people who visit indicated that staff took care to teat residents with respect and to maintain their privacy. We observed staff working with residents in a supportive manner with good positive communication between staff and residents. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Staff consult with residents on what activities they would like to take part in on a daily basis and try to meet any requests. The food is of satisfactory quality, well presented and meets the dietary needs of people who use the service. Meal times are unhurried and paced to suit the residents. Any cultural or religious needs are noted but there is little detail recorded on how these needs will be met. EVIDENCE: Staff have a good knowledge of the interests of some individual residents. Some of the care plans include information on the individual wishes and preferences of residents such as preferring to have a rest after lunch or liking a glass of wine in the evening. This type of information helps the staff group to provide individualised care. Further work should be done by all staff to improve the information on care plans regarding interests. Information on the individual life history of residents was available in certain instances. Consideration should be given to expanding the life history information for all residents. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 13 An activities programme is available but staff tend to ask residents on a daily basis about what they would like to do. The majority of activities take place within the home with one or two local trips available in the warmer weather. Residents told us that they made their own choices about joining in activities and that they did not feel obliged to take part in things which did not suit them. People said that they liked to “help out” at meal times, sit in the small garden area, read newspapers, watch TV and play dominoes. We found that information was available on the religion of individuals but not about whether they were practicing and if so how this would be supported. Two people from a local church visit the home each month to talk with residents. Residents’ families said they felt welcome at any time and were kept well informed about any changes. The family of one resident said that carers had helped their relative to regain their confidence and independence. Residents said that they enjoyed the food and that there was always plenty to eat. Staff are flexible with the menu and try to meet the wishes of residents on a daily basis. We noted that meal times were relaxed with some residents helping out with setting tables. Staff were sensitive to the need for some residents to be given a significant amount of time to eat their meals. Staff did not hurry residents and spent time sitting with them at meal times. Staff also respond sensitively to one resident who often forgets that they have eaten. This approach helped make meal times a social occasion for people. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. A complaints procedure is in place and on display. However not all relatives or residents were aware of the procedure. Policies and procedures for safeguarding people who use the service are in place and EVIDENCE: A written copy of the complaints procedure is available in the home. Systems in place to record any complaint received along with the action taken and any outcomes. Feedback about whether people knew who to contact if they have a complaint was mixed. Not everyone was aware of the procedure. The manager should look to giving all relatives and residents a copy of the complaints procedure in an accessible format and to make the procedure on display more prominent. The manager told us that all staff have now received training on safeguarding adults. This will ensure that staff can recognise abuse and know who to contact should they be told of or have any concerns. The home keeps a copy of the local authority safeguarding adults procedure which they will follow should they have any concerns. Staff contact the local authority if there are any allegations made about the mistreatment of people who use the service so that a full independent investigation can be carried out. South Park Residential Home DS0000027229.V338307.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. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 24 & 26 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home provides a physical environment that meets the needs of the people who live there. The home is clean and tidy. The maintenance programme is not up to date with a number of areas in need of attention. In particular the ground floor corridor doors were in urgent need of repair. EVIDENCE: We found the home to be clean and tidy with no offensive odour. Relatives confirmed that the home is always clean when they visit family members. Residents told us that they were happy with their individual bedrooms. However the option of a single room is not always available. One resident commented on how comfortable their bed was. Residents are encouraged to bring in items of furniture and belongings to personalise their rooms. Some South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 16 improvements have been made to the environment with new flooring and decoration in certain areas. A number of areas are in need of repair including the doors to the ground floor corridor which are also marked as fire doors. The handle mechanisms are not in good working order and we found one door which staff had kept from closing fully with sellotape. Staff reported when this door closed fully it was not possible to open it therefore for staff to get from the kitchen, office and front door they would be required to leave the building and re enter via patio doors with a key. This poses an unacceptable risk to residents, staff and visitors. An urgent action letter was sent to the home owner immediately following this inspection visit for these doors to be repaired without delay. It was noted that the flooring in room one needs to be replaced. The small window in the lounge is not closing properly and therefore needs to be repaired. The window in room two is also in need of repair as it cannot be closed from the inside. It is recommended that a record of requests for repairs to the home is kept which will ensure that the home owner is informed of any damage as soon as possible so that repairs can be commenced without delay. This record should include the date reported, the date repaired and whether repairs have been carried out fully. South Park Residential Home DS0000027229.V338307.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. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. People using the service are very satisfied with the care they receive from the staff group. Staff are provided with opportunities for mandatory training. The service is able to recognise that additional training is needed but the manager is not always in a position to provide this. The organisation has failed to provide the funds so that staff who have completed NVQ training can receive their certificates. The manager is aware of the changes needed to the recruitment process should they employ new staff. EVIDENCE: The home has a stable staff group many of whom have worked together for some years. This means that staff know residents very well and provide continuity of care. Feedback from residents and visitors on the staff group and their approach was very good. Staff were described as “excellent”, “patient”, “friendly” and “always very helpful”. Comments were made on the way a minority of staff do not take seriously things said by residents and talk to them in a child like manner. This is something which should be addressed through training, in particular in relation to working with people with dementia. South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 18 We observed very good interaction between staff and individual residents. Staff were listening and checking that they understood what people wanted. The staff group have created a relaxed atmosphere in the home and were seen to be encouraging and supportive. Individual staff members were found to be keen on improving the care provided. We were informed that staff have completed NVQ training but as the organisation have been unable to provide the final payment for the training staff have not been supplied with their certificates. The home owners must ensure that evidence is available to show that staff have received and completed appropriate training. At the time of the last Key inspection requirements were made for staff to be provided with training on health and safety, moving and handling and first aid. This training has been completed. Work now needs to be done to make sure that staff are provided with regular up dates on these areas and for additional training relating to the needs of the people who use the service to be provided, for example up to date training on dementia care. The home manager is aware of the changes in the regulations in relation to the checks to be carried out and the information to be kept for any new staff in future. The manager also has the Skills for Care induction programme for any new recruits. South Park Residential Home DS0000027229.V338307.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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 & 38 People who use this service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The manager has the required experience to run the home however no evidence is available to show that she has completed the required training for this role. People who use the service, relatives and staff made very positive comments on the approach and attitude of the manager. The financial interests of people who use the service are safeguarded. Although the manager is aware of the need to safeguard the health and safety of people in the home the lack of prompt action by the home owner to attend to repairs is of concern. EVIDENCE: The home manager has significant experience and informed us that she had completed NVQ training however the certificates for this training had not been South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 20 provided as the final payments had not been made by the home owners. As noted previously this needs to be addressed. Facilities are available for residents to deposit small amounts of money with the home for safekeeping. At the time of this visit the home was holding money for one person. Good records were kept of all expenditure and deposits. To ensure that the home is run in the best interests of people who use the service the home owners have developed questionnaires for residents and families. However the manager was unable to say how these were being used and this consultation has not been fully developed into carrying out an annual review of the care provided. A copy of the annual review should be provided to the CSCI. To ensure the health and safety of residents staff carry out regular checks on the fire alarm system, the temperature of hot water, hot food temperatures and the temperature of the fridge and freezers. New central heating and hot water boilers were installed in the home at the end of last year. However no information has been left in the home regarding the installation or operation of the boilers. South Park Residential Home DS0000027229.V338307.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 2 2 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 2 9 3 10 2 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 1 X X X X 2 X X STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 3 X X 2 South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP1 Regulation 5 Requirement To make sure that people who use the service are provided with up to date information on what they can expect from the home the Service User Guide must be reviewed and a copy of the up to date guide and the standard contract must be provided to the CSCI. In order to make sure that residents are provided with appropriate care and support all care plans must include the needs, strengths and preferences of individuals. To ensure that a clear record of care is available for each individual staff must make sure that they include details of the care provided 3. OP8 13(4) Individual risk assessments must be carried out and reviewed on a regular basis in order to protect people who use the service. 13/07/07 Timescale for action 13/07/07 2. OP7 5 13/07/07 South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 23 4. OP12 12(1) Further details of the religious and cultural needs of individuals must be included in the care planning along with how these needs will be met. All corridor doors must be kept in good working order to protect the safety of residents, visitors and staff. This requirement was sent to the home owner as an urgent requirement following this visit. This requirement has since been met. 13/07/07 5. OP19 13(4) 09/05/07 6. OP19 23(2)(b) To ensure that people who use the service are provided with a well maintained and comfortable environment repairs to the windows in the lounge and bedroom two must be carried out. 01/09/07 7. OP19 23(2)(b) The flooring in room one must be 01/10/07 replaced to provide a comfortable well maintained environment. To make sure that staff can meet 01/12/07 the needs of people who use the service all staff must be provided with up to date training on dementia care. Evidence must be available to show that staff have completed NVQ training. To make sure that the home is run in the best interests of people who use the service a quality assurance system needs to be in place. This must include annual questionnaires supplied to 13/07/07 8. OP30 18(1)(c) 9. OP30 18(1)(c) 10. OP33 24 (1) (2) 01/10/07 South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 24 residents, relatives / representatives and other stakeholders. Views obtained must inform the annual review of the care provided and following this a development plan should be included within the Service Users Guide. (Previous timescale of 01.02.06 and 01/07/06 not fully met) 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 To make sure that staff have a better understanding of the people who use the service it is recommended that residents be offered the opportunity to share more details of their history with the staff group via care documentation. In order to ensure that residents are provided with care tailored to their individual needs and strengths the home manager or senior member of staff should be provided with training on person centred care planning. The manager should make sure that the complaints procedure on display in the home is more prominent. All residents and relatives or representatives should be provided with a copy of the complaints procedure. This will help to ensure that everyone is aware of how to make a complaint. To make sure that repairs are carried out in good time a record of requests for repairs should be kept with the date requested the date repaired and whether repairs have been carried out fully. 2. OP7 3 OP16 4. OP19 South Park Residential Home DS0000027229.V338307.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection SW London Area Office Ground Floor 41-47 Hartfield Road Wimbledon London SW19 3RG 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 South Park Residential Home DS0000027229.V338307.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. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!