Inspection on 25/01/07 for Speke Care Home

This inspection was carried out on 25th January 2007.

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

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

Other inspections for this house

Speke Care Home 30/06/09

Speke Care Home 16/06/08

Speke Care Home 03/07/07

Speke Care Home 23/05/06

Speke Care Home 31/10/05

Speke Care Home 01/07/05

Speke Care Home 26/11/04

Speke Care Home 13/05/04

Speke Care Home 29/01/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

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

CARE HOMES FOR OLDER PEOPLE Speke Care Home 96-110 Eastern Avenue Liverpool Merseyside L24 2TB Lead Inspector Les Hill Key Unannounced Inspection 25th January 2007 09:30 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 Speke Care Home DS0000025180.V324303.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. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Speke Care Home Address 96-110 Eastern Avenue Liverpool Merseyside L24 2TB 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) 0151 425 2137 Mr Abid Y Chudary Mrs Chand Khurshid Latif Joan Lorraine Vernon Care Home 53 Category(ies) of Old age, not falling within any other category registration, with number (53) of places Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 23rd May 2006 Brief Description of the Service: Speke Care Home is registered with CSCI to provide care and support to 53 residents within the category of old age. It was purpose built and is situated in the heart of a residential area in Speke, Liverpool. The home is close to a range of local community amenities including local shopping. There are bus and road links to other parts of Liverpool and North Cheshire. Speke Care Home is constructed on two levels with stair and passenger lift access. There are 51 single bedrooms and two that are available for double occupancy. Bedrooms in one wing of the home have an en-suite WC and wash hand-basin. Fees for the home have been listed at £307.50 per week. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection of Speke Care Home was carried out on Thursday 25th January 2007 over a period of 4 hours. It involved the inspection of some records, meeting with the deputy manager, with four staff and six residents, and a tour of the building. Some improvements have been made following the CSCI inspection in May 2006 but further improvements are required if the home is to provide a safe and comfortable environment for residents. The inspection was undertaken as part of the Commission’s responsibility to visit and report on all registered care homes. What the service does well: What has improved since the last inspection? What they could do better: Requirements have been made to support the need for: Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 6 Pre-admission assessments on all potential residents; The development of activities; Maintenance of the home to be strictly monitored and addressed; The provision of adequate domestic support to maintain standards of cleanliness around the home; and For staff supervision to be formalised. 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. Speke Care Home DS0000025180.V324303.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 Speke Care Home DS0000025180.V324303.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, 4, 5 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Prospective residents have the information they need to make an informed choice about where to live. EVIDENCE: Previous inspection have confirmed that the home has a statement of purpose in place which contains all matters identified in Schedule 1 of the National Minimum Standards, Care Homes for Older People. A service user guide is also in place and residents can choose to hold one of these documents in their own room. Contracts between the homeowner and residents are kept separately to the main care files for the purpose of confidentiality and have been evidenced on previous visits to the home. The majority of placements at Speke Care Home are made as a result of a social worker referral. The care files for four residents were examined during Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 9 the visit. A pre-admission assessment had been undertaken on three of the residents and confirmed that placement in the home would be appropriate. In the case of the fourth file, the deputy manager said that the home has taken some residents directly from hospital when a vacancy in the home of their choice was not immediately available. In these situations the home has not carried out a pre-admission assessment and the resident has later moved on to the home of their choice. The deputy manager was advised that it is important to carry out a preadmission assessment on all referrals to ensure that the person is appropriate for the registered status of Speke Care Home and that staff have a plan of care and support in place to meet their identified needs in the time that they are living in the home. Prospective residents and their families are invited to visit the home and to spend some time there before taking a decision to stay. In practice, many of the residents are admitted directly from hospital or from their own home in an emergency situation. However, a trial stay is offered and residents who may chose not to stay would be assisted to find an alternative placement. The home offers respite and short-term support when places are available. Speke Care Home is not contracted to provide Intermediate Care. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Resident’s health, personal and social care needs are set out in plans of care, that guide and support staff, and are reviewed regularly. EVIDENCE: Care plans were in place on the four care files seen during the visit. The plans identify needs and give instructions for staff in providing support to the individual resident. Notes to confirm that care plans have been reviewed are kept on the files. The information recorded has been improved since the CSCI inspection in May 2006 and is updated regularly. The quality of daily and regular monthly review recording, has also improved. Some of the care files contain a social assessment for the resident. During this visit, “bumpers” were in place in all rooms where bed rails were being used. The deputy manager confirmed that risk assessments are now Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 11 undertaken as a matter of course for the use of bed rails and said she would access the Internet to confirm the latest guidance for their safety. The home is supported by local GP’s and by district nurses. Continence management products and dietary advice are sought when required. The homeowner funds chiropody treatments and an optician makes domiciliary visits to the home. Some difficulties persist in arranging domiciliary dental advice and support. Policies and procedures for the receipt, storage and handling of medicines are in place and are supported through safe practice. Staff who administer medicines are provided with training and the supplying pharmacist visits from time to time to offer advice and support. Risk assessments are in place for residents who manage their own medicines. Policies and procedures are in place to support the principles of privacy and dignity. The inspector met with four members of staff all of whom spoke of their commitment to providing safe and comfortable, care and support to residents in the home. Residents who spoke with the inspector were complimentary about the support they receive from staff. During the visit staff were observed to talk respectfully with residents and to provide them with personal care in the privacy of bedrooms or bathrooms. Speke Care Home DS0000025180.V324303.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 and 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to the service. Opportunities for organised activity in the home are limited. Residents are supported to maintain contact with relatives and friends. EVIDENCE: The activities organiser who was in post at the CSCI inspection in May 2006 had left and no attempt had been made to find a replacement. Staff were disappointed that she had not been replaced as residents had benefited from the dedicated time and opportunities for formal and informal activity that she had created. Staff said that they do what they can to ensure some activities are arranged but cannot guarantee the same level of involvement and opportunity as an activities organiser could. Visitors to the home are welcomed at any time and a number of visitors arrived during the period of this inspection. From observations during the visit and from discussions with staff and residents it is evident that residents are encouraged to make choices about their day-to-day lives. They can decide what time to get up and what time they Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 13 go to bed. They can decide where they spend their day and whether to mix with other residents or spend time alone. The day’s menu is written up on a white board in the dining room. Residents are able to choose from a range of breakfast foods, including a full, cooked breakfast but not all of them were aware that they could ask for an alternative meal, if they didn’t like (or chose not to take) the main meals prepared at lunchtime and in the evening of each day. Care staff and the cooks said that they will prepare alternative meals and residents may need to be reminded of this so that they feel comfortable in requesting different foods. On the day of this visit the cook was preparing meals for 47 residents, with only two gas rings on the cooker. An engineer had taken parts away to be repaired and had shut the others down. Additionally the home’s dishwasher had broken seven weeks previously and engineers had been unable to get the appropriate parts. All of these matters were causing increasing frustration for staff in terms of: The inadequate facilities to cook properly for 47 residents; the additional time taken to carry out basic tasks without extra help; and the absence of an appropriate washing and sterilising facilities for crockery and cutlery with the subsequent fall in standards of basic hygiene. These matters must be addressed with urgency. Speke Care Home DS0000025180.V324303.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, 17 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Information about making a complaint is available to residents and their visitors. Procedures, supported by training, are available to ensure residents are protected from abuse. EVIDENCE: The home has a complaints policy and procedures in place together with a system for recording the outcomes of any investigation. The procedures are referred to in the home’s statement of purpose and outlined in the service users guide. No formal complaints had been received by the home or by CSCI in the twelve months prior to this visit. Adult protection policies and procedures are in place and the home has a copy of the procedures put together by Liverpool City Council. Most staff have attended a training course on the protection of vulnerable adults. All of the residents are listed on the Electoral Register and are eligible to vote in local and national elections. Speke Care Home DS0000025180.V324303.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, 20, 21, 22, 23, 24, 25 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to the service. Further improvements are needed to create a safer and more comfortable environment. EVIDENCE: Speke Care Home is a purpose built facility and is appropriately set out for the purpose of providing residential care and support to older people. 32 of the 51 bedrooms have an en-suite WC and wash hand-basin. Individual bedrooms have been personalised according to the needs and wishes of residents. A large lounge/ dining room is located on the ground floor and a second smaller lounge is available on the first floor. A conservatory is used as the home’s smoking room and is located off the main lounge. The home is equipped with adequate heating and lighting systems, ventilation and hot water supplies. A resident’s call system, fire detection and emergency lighting are installed. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 16 The CSCI report on May 2006 identified that “Environmental standards within the home are deteriorating” and little progress has been made in this regard. In addition to the broken kitchen equipment referred to earlier in this report, the home’s standard of decoration remains poor. A number of bathroom and bedroom door handles remain broken or missing and this matter has been reported in previous CSCI reports. A radiator cover in the dining room had been removed and the metal baffles damaged. The matter was pointed out to staff on duty as the exposed, damaged metalwork is a potential, serious risk to the safety of residents who might fall or rub against it. Only one, part time domestic is available on most days to clean the homes 49 bedrooms, bathrooms and WC’s. Consequently, and despite her efforts to do a good job, the home is in need of a thorough clean. The new wing of the home smelled strongly of urine. Some new dining tables have been purchased but there is a mismatch of tables and chairs that do not create a coordinated and homely space. Outside garden space had been tidied up and a new patio is being laid but greater time and effort must be invested in ensuring that the internal environment of the home is improved and is safe. Speke Care Home DS0000025180.V324303.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 and 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to the service. Staff recruitment and selection procedures and the availability of domestic support do not adequately support the continued safety and welfare of residents. EVIDENCE: The CSCI inspection in May 2006 identified that although there had been an increase in the number of residents living in the home, care, staffing levels had been reduced. On this visit care, staffing levels had been put back to the original arrangements. The staff rotas identify that one senior carer and six care staff are on duty each morning and one senior carer and five care staff are on duty each afternoon/evening. The manager’s hours are separate to any rota arrangements. However, there has been no increase in the number of hours available for domestic help and support and as reported earlier only one part-time person is available on most days to clean the homes bedrooms, WC’s and bathrooms. These hours are clearly inadequate and must be improved. The needs of residents living in Speke Care Home are increasing and consequently demands upon staff time are also increasing. The homeowner must ensure that at all times, staff are provided in sufficient numbers to ensure the safety and welfare of residents. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 18 The files for three staff were examined during the visit. One of the files contained a CRB clearance from a previous employer (portable CRB’s are not acceptable) and there was no evidence of a CRB clearance for another employee. The matter of appropriate CRB clearances has been raised during previous inspections and the home’s manager must ensure that current and up to date clearances are in place for all members of staff. Additionally a number of references were presented as Testimonials (To whom it may concern). It is important for the safety and well-being of residents that referees are made aware of the role that potential staff will have to play and that any references make direct connections with the honesty and integrity of the individual and their ability to work with and support vulnerable older people. Staff files did contain statements of terms and conditions of employment and copies of training certificates gained by staff. The home’s manager reported that 17 of the home’s 23 care staff (74 ) have an award at NVQ level 2 or above, in care. She also reported that training has been provided in Protection of Vulnerable Adults (POVA), in maintaining confidentiality, Dementia and in Supervision. Ongoing training is arranged in medicines management and a 4-day course in first aid is arranged for relevant staff. Speke Care Home DS0000025180.V324303.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, 32, 33, 34, 35, 36, 37 and 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to the service. Stronger external management would ensure that staff receive the support they need to ensure the home is run in the best interests of residents. EVIDENCE: The manager has considerable experience in managing care homes for older people and has gained the Registered Managers Award. On the day of this visit the manager was absent through sickness. The deputy manager is also experienced in the provision of care and support to older people and she assisted the visit. Staff knew what is expected of them and got on with their work. However, ancillary staff were frustrated with the poor state of equipment and with the Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 20 amount of work they were expected to carry out. This matter has been raised in previous sections of this report and must be addressed. Residents who spoke with the inspector said that staff worked very hard and were complimentary about staff attitudes and the support they provide. Previous inspection reports have required the homeowner and manager to introduce and programme of quality assurance checks that would take into account the views of residents, their relatives, staff and professional visitors to the home. There was no evidence available on this visit to confirm that the matter had been addressed. References earlier in this report to inadequate standards of decoration and maintenance around the home, and the ancillary staffing levels do not give the impression that the needs of residents are used as the basis for decision making in the home. The manager reported that the home does not manage any money on behalf of individual residents. Financial accounts for the home were not seen but the Commission has not been made aware of any financial matters that would affect the ongoing provision of care and support at Speke Care Home. However, the inspector was made aware of a change to the Registered Providers that has not yet been communicated formally to CSCI. Although training is reported to have been provided in staff supervision evidence was not available on this visit to confirm that staff receive one-to-one support six times each year. Policies and procedures were evidenced during the previous CSCI inspection visit and staff reported that they had access to them. Records kept in the home identify that the Lift was tested in July 2006; Fire equipment was tested in June 2006; the fire alarm and detection system was overhauled in April 2006; The emergency lighting was checked in April 2006 (12 months); The electric wiring safety certificate was issued in April 2005 (3 years); PAT testing on small items of electric equipment was carried out in July 2007 and the gas safety certificate was issued in October 2005. A more recent gas safety check had been undertaken and the engineers promised to deliver the new certificate later on the day of this visit. The fire record book showed the alarm system is tested weekly and the alarms were activated (false alarm) during the time of this visit. Speke Care Home DS0000025180.V324303.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 3 3 2 3 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 2 2 3 3 3 2 2 2 STAFFING Standard No Score 27 2 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 2 3 3 2 3 3 Speke Care Home DS0000025180.V324303.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. Standard OP3 Regulation 14(1) Requirement Timescale for action 31/01/07 2. 3. OP12 OP19 16(2)(m) 23(2) 16(2) 13(4) The registered person must not provide accommodation for any resident until their needs have been assessed and it is confirmed that the care home is suitable for the purpose of meeting those needs in respect of their health and welfare. The registered person must 31/03/07 ensure that residents are supported to engage in activities. The registered person must 31/03/07 ensure that the home is suitable for purpose, is maintained to a good standard and is free from hazards to the safety of residents and staff. In this report particular attention is drawn to: The poor standards of decoration around the home. The lack of door closures on some bedroom doors. The broken handles on doors throughout the home. The failure of some doors to Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 23 close properly. The unsafe radiator cover in the dining room. The inadequate equipment in the home’s kitchen. 4. OP27 18 This list is not exhaustive. The registered person must ensure that ancillary staff are appointed in sufficient numbers to maintain a clean and safe environment. The registered manager must ensure that any person employed to work at the home is fit to do so and must ensure that all documents listed in Schedule 4 (6) are kept in the home. CRB and POVA clearances must be obtained and confirmation of the clearance maintained. A programme of quality assurance must be introduced to gain feedback from residents, visitors, staff and other professionals. The registered manager must ensure that staff are appropriately supervised. 31/03/07 5. OP29 19 31/01/07 6. OP32 12 31/03/07 7. OP36 18(2) 31/03/07 Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 24 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 OP33 Good Practice Recommendations The home’s manager should ensure that effective quality assurance arrangements are put in place to record the views of residents, their visitors and any visiting professionals and that the health and welfare of residents is protected through the regular maintenance and upkeep of the home. Speke Care Home DS0000025180.V324303.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Liverpool Satellite Office 3rd Floor Campbell Square 10 Duke Street Liverpool L1 5AS 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 Speke Care Home DS0000025180.V324303.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. 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