Inspection on 09/11/06 for St Michaels View Care Home

This inspection was carried out on 9th November 2006.

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 made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

St Michaels View Care Home 15/02/06

St Michaels View Care Home 15/03/05

St Michaels View Care Home 13/12/04

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE St Michaels View Care Home Hallcroft Road Retford Nottingham Nottinghamshire DN22 7NE Lead Inspector Richard Ramsden Key Unannounced Inspection 9th November 2006 09:45 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 St Michaels View Care Home DS0000036238.V319352.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. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service St Michaels View Care Home Address Hallcroft Road Retford Nottingham Nottinghamshire DN22 7NE 01777 702218 01777 710318 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) Nottinghamshire County Council Mrs Louise Shirley Gladwin Care Home 34 Category(ies) of Dementia (14), Dementia - over 65 years of age registration, with number (14), Old age, not falling within any other of places category (34), Physical disability (5) St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. Out of the total number of beds (34), there will be 14 beds for DE 55 and over and/or DE(E) Out of the total number of beds (34), 5 may be used for PD 55 and over Service users shall be within category OP Date of last inspection 15th February 2006 Brief Description of the Service: St Michaels View is a purpose-built care home owned and managed by Nottinghamshire County Council Social Services. It provides care and accommodation for up to 34 older people including 14 people who have dementia. The home also has a day centre, which operates seven days a week. The day centre was not included as part of this inspection. The accommodation is provided over two floors with a shaft lift to assist independent access. All bedrooms are for single occupancy and none have ensuite facilities. There are two lounges, two dining rooms and a separate lounge for people who wish to smoke. Additional communal areas compensate for some bedrooms that do not fully meet National minimum standards size requirements. There are small gardens which are accessible to service users. The home is situated in a residential area relatively close to Retford town centre. The monthly accommodation charges for those residents who are self funding would be £1,508 per calendar month. A copy of the most recent inspection report was displayed in the home. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. One Inspector completed this unannounced visit over one day it took approximately 7 hours. It included the inspection of care and of the records, a discussion with two team leaders, two members of care staff and the cook. The inspector spoke with five residents and one visitor to the home. A partial tour of the building was also completed. Prior to completing this visit the inspector assessed the homes previous inspection reports, the service history and a pre-inspection questionnaire completed by the registered manager. Four completed residents satisfaction questionnaires were also received prior to this inspection. The inspection also included a thematic inquiry as part of a national pilot scheme. This consisted of asking a number of standardised questions to a sample of the residents. The registered person was informed and the agreement of residents was sought before asking a set of questions about the care they received. What the service does well: Staff are ensuring that they can meet the assessed needs of prospective residents prior to their admission to the home. The individual residents care plans provide appropriate information to ensure that staff are always aware of what support and assistance each resident requires. They are generally being reviewed and where necessary updated on a monthly basis in consultation with the residents and where appropriate their representatives. Residents believe that their health care needs are being appropriately met. The homes manager is very experienced and ensures that the home is run in the best interests of the residents. Residents and staff said that the manager is a very approachable and that she seeks their views about the way in which the home operates. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 6 All of the residents confirmed that they liked their bedrooms and that they had been encouraged to personalise them with small items of furniture, ornaments and photographs. One resident did however say that they would like a larger bedroom. Residents were full of praise for the staff employed at the home. They said that the staff are always friendly and respectful and ensure that the residents’ privacy and dignity is maintained at all times. They said that although the staff are always busy they find time for a chat and a laugh with the residents. The observed interaction between staff and residents was of a very good standard. All the residents who are asked said that they liked the food provided by the home and confirmed that there is always a choice of food available they stated that alternatives will be provided if they do not want the food suggested on the menu. The home is committed to ensuring that staff receive appropriate training and supervision. A high proportion of staff have completed National Vocational Training. There are aspects of good practice highlighted the main body of this report. What has improved since the last inspection? The information provided to prospective residents has been updated and provided in a user-friendly format. All complaints are now being recorded in a central book to provide an overview of the nature and frequency of complaints received. The staff spoken with, during the inspection, were able to demonstrate a clear understanding of the homes policies and procedures. Appropriate steps are being taken to ensure that staff answer residents call bells promptly. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 7 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. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 8 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 St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 9 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective residents are provided with sufficient information to enable them to make an informed choice about whether the home will meet their needs. Residents have been provided with written contracts/ statements of terms and conditions of residence. The registered person is ensuring that they can meet the assessed needs of prospective residents by obtaining full written assessments prior to their admission to the home. EVIDENCE: The information provided to prospective residents has been updated and produced in a user-friendly format. It contains sufficient information to enable St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 10 people to make an informed choice about whether they wish to live in the home. The staff were in the process of providing this updated information to all residents living in the home, at the time of this inspection. A pre admission assessment had been obtained for all the residents who’s records were checked as part of this inspection. In response to thematic enquiry questions-: None of the residents spoken with could remember if they had been given an up-to-date copy of the service user guide. This information was included in each bedroom, viewed during this inspection and one residents daughter confirmed that this information had been provided to her father. People stated that they did not know if there had been any changes to the cost of their care as their families dealt with their financial affairs. Everyone confirmed this was a decision they had made as part of the admission process. People did not know if they had been given a contract or statement of terms and conditions of residence or if the information in this document had changed since they came to live in the home. The daughter of one resident stated that she had received a contract on behalf of her father. Copies of signed contracts were available in each residents file viewed during this visit. None of the residents spoken with could remember if anyone spoke to them about their care needs prior to their admission to the home. Pre admission assessments had been obtained for all residents whose records were viewed during this inspection. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 11 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. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The residents individual care plans generally contain sufficient information and are reviewed frequently enough to ensure that staff are always aware of what support and assistance each resident requires. Residents’ health care needs are being appropriately met. The homes medication systems are generally very well-managed but one improvement needs to be made to the way in which medication is stored to ensure the safety of the residents. Residents are treated with respect and their rights to privacy are upheld. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 12 EVIDENCE: Three residents care plans were viewed as part of this inspection, the care plans appeared to address the issues highlighted in the residents’ assessment process. The care plans were being reviewed and where necessary updated each month to ensure that staff have up-to-date information about the care and support each resident requires. It was however noted that one residents bathing requirements had changed on the instruction of the district nurse. The staff were aware of these changes and it had been documented in his daily records and on the district nurses notes. However the care plan had not been updated to reflect this change. It is recommended that care plans are always updated as soon as residents care needs change. The residents spoken with during the inspection said that they believe that their health care needs are being appropriately met. This was also confirmed by the relative spoken with and the records viewed as part of this visit. The homes medication systems are very well managed. Medication administration records had been appropriately maintained. The records of receipt and disposal of medication were also up-to-date. Risk assessments are available for individual residents who wish to administer their own medication. None of the residents were administered their medication time of this inspection. The homes controlled medication was checked at random and was well maintained. Medication was stored securely in three separate areas within the home. Staff are recording the temperatures in the rooms where medication is stored. However it was noted that in July 2006 the temperature exceeded 25°C on 27 of the 30 days. Medication must not be stored above 25°C as it can deteriorate and become less effective if stored at higher temperatures. Staff who administer medication have all received appropriate training. All of the residents spoken with during the inspection said that staff are always friendly and respectful and ensure that their privacy and dignity is maintained at all times. The observed interaction between residents and staff was of a very good standard. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a variety of activities and entertainment for the residents. People are encouraged to maintain contact with family and friends. Where possible residents are encouraged to make decisions about their individual lifestyles. The residents spoken with said that they enjoy the food provided by the home. EVIDENCE: The residents spoken with during the inspection said that they were generally satisfied with the level of stimulation provided within the home. However two people stated, on Residents’ Satisfaction Questionnaires, that the home only sometimes provides activities that they can take part in. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 14 Minutes of residents meetings show that residents have been asked about the type and frequency of activities they would like to have provided within the home. Staff were able to demonstrate that they are providing a good range of activities. Some of the activities were advertised in the main residents lounge however many were not. It was suggested that details of all the activities, entertainment and outings be provided should be prominently displayed in the home. This will enable residents to plan if they wish to participate in the entertainment programme. The inspector was informed that church services are held in the home once a month and that one person regularly receives Holy Communion. Residents confirmed that they can see visitors at any time and that their visitors are always made very welcome. One visitor stated that staff are always friendly and respectful and confirmed that they are always offered refreshments. Residents are asked as part of the admission process if they wish to manage their own finances. This issue is also discussed as part of the review process. All of the residents spoken with said that they had chosen to let their families manage their finances. Details of how to contact local advocates and copies of the Access to Records Policy have been provided to all residents. (This is good practice). The staff spoken with during this inspection were clear about the procedures they would need to follow, if the residents or their representative, asked to view a residents confidential records. All of the residents spoken with during this visit said that they are very satisfied with the food provided by the home. They confirmed that there is always choice of food and that an alternative will be provided if they do not want the food suggested on the menu. The lunch on the day of inspection appeared wholesome and nutritious. The cook stated that where possible sugar substitutes are used so that people with diabetes can eat the same diet as the other residents. The cook advised the inspector that one resident has to have her meals liquefied; she stated the potatoes vegetables etc would all be liquidised together. It is recommended that each element of a liquefied diet be liquidised individually to preserve flavour and appearance. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16.18. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents believe that their complaints would be taken seriously and that appropriate action would be taken, the homes complaints records support this view. The registered person is taking appropriate action to protect residents from abuse. EVIDENCE: All residents have been provided with a copy of Nottinghamshire County Councils complaints procedure and the literature supplied to residents also indicates how they can make a complaint. The senior staff stated that the complaints procedure is usually displayed in the entrance hall however this could not be located at the time of this inspection. The homes complaints records shows that only a small number of informal complaints have been received in 2006. These complaints have all been dealt with appropriately. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 16 Staff have received training in adult protection issues and the home has an appropriate Whistle Blowing Procedure. The staff spoken with during this inspection, were able to demonstrate a clear understanding of this procedure. The inspector was informed that there have been no incidents of abuse in the home in the last 12 months. In response to thematic enquiry questions-: The residents spoken with during this inspection could not remember if they had been given any written information informing them how they can make a complaint. All of the residents said that they could complain to any of the senior staff and were confident that their complaints would be dealt with appropriately. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19,26. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The purpose-built accommodation is maintained to a good standard. At the time of the inspection the home was clean and there were no offensive odours. Three residents expressed some areas of dissatisfaction with the accommodation. The laundry door was unlocked and there were no staff in situ, this created a health and safety risk to residents. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 18 EVIDENCE: A partial tour of the premises was completed as part of this visit. The purpose-built accommodation is comfortably furnished, pleasantly decorated and maintained to a good standard. Three residents said that they are generally satisfied with their bedrooms although one person said that they would like a larger room. Residents confirm that they can use their bedrooms at any time and that they had been encouraged to personalise the rooms with small items of furniture photographs and ornaments. Two residents stated that they get offensive odours in their bedrooms from the toilets, which are located close by. The inspector checked these areas but did not note any offensive odours at the time of the visit. Three residents said that the main lounge on the ground floor was unacceptably, hot during the summer months. One person said that the heat was so oppressive it often made them feel unwell. These residents also stated that the toilets are too far away from the main lounge particularly for people who have poor mobility. The homes laundry is large and well equipped with washable wall and floor coverings. The laundry door has a digital lock fitted however the lock had been disabled at the time of this inspection. As there were no staff in the laundry, this was a potential health and safety risk to residents. The laundry contained industrial equipment, cleaning products and soiled laundry. The laundry door must always be kept locked when there is no staff in situ. The Infection Control Policies & Procedure appear comprehensive. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29,30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The staff rotas provided prior to the inspection and those viewed for the week of this inspection showed that adequate staffing levels are being maintained. The homes recruitment policies and practices are supporting and protecting the residents. The manager was able to demonstrate the homes commitment to staff training and development EVIDENCE: The rota provided for the week of this inspection showed that sufficient staff are being provided to comply with previously agreed staffing levels. Resident stated that although staff are always busy they respond quickly when assistance is required. Two people said that the staff always find time for a laugh and a joke. The staff training records show that 71 of the care staff have completed NVQ level 2 or above training. (This is good practice). The staff spoken with said they are encouraged and supported to attend regular training courses, both confirmed that they had completed TOPPS induction training. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 20 The personal records of two members of staff were assessed as part of this visit. Both of the records contained all the required information, including satisfactory Criminal Records Bureau checks and two written references. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The homes manager is well qualified and experienced. The home is run in the best interests of the residents. Residents financial interests are safeguarded. Where checked the health and safety of residents and staff are generally promoted and protected however regular fire drills must be completed. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 22 EVIDENCE: The homes manager is well qualified and experienced. The residents and staff said that the manager is very approachable and that she seeks their views about the way in which the home is run. The home participates in Nottinghamshire County Councils Quality Assurance System. Residents and stakeholders in the community are encouraged to express their views about the services provided by the home. A departmental development plan is produced from the information obtained from the quality assurance system. It was recommended that the registered person should produce an individual development plan for the home. The records of residents’ finances were checked at random and were well maintained. The pre-inspection questionnaire completed by the registered manager stated that a fire drill was completed on 12/07/06. The homes Fire records showed that the last fire drill was on 22/08/05, although a false alarm to the homes fire systems was recorded for 12/07/06. Fire drills must be completed at least twice a year and all staff must attend at least one fire drill each year. All other aspects of health and safety, assessed as part of this visit, had been satisfactorily maintained. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 2 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 2 St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 24 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. 2. 3. Standard OP9 OP26 OP38 Regulation 13 (2) 13(4)(a) 23(4) Requirement It is required that medication is stored bellow 25°C. Timescale for action 09/11/06 It is required that the laundry 09/11/06 room door is kept locked when there are no staff in situ. It is required that fire drills are 09/11/06 completed at least twice each year. All staff must attend at least one fire drill each year. The results of the fire drills must be accurately recorded in the homes fire record. 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. 2. Refer to Standard OP7 OP12 Good Practice Recommendations It is recommended that residents Care Plans are updated as soon as a residents needs change. It is recommended that the registered person display a programme detailing all activities, entertainment and outings to be provided for residents on a monthly basis. DS0000036238.V319352.R01.S.doc Version 5.2 Page 25 St Michaels View Care Home 3. 4. 5. OP15 OP16 OP19 6. OP33 It is recommended that when residents require liquefied diets each element of the meal be liquidised separately to preserve flavour & appearance. It is recommended that the registered person ensure that a copy of the homes complaints procedure is always prominently displayed within the home. It is recommended that the registered person investigate the concerns raised by a number of residents-: 1.Foul odours in there bedrooms. 2.The unacceptable temperatures in the main lounge area during the hot weather. 3.The distance residents have to go between the main lounge area and the toilets. It is recommended that the registered person produce a development plan for the home based on the findings of the Quality Assurance System. St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Nottingham Area Office Edgeley House Riverside Business Park Tottle Road Nottingham NG2 1RT 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 St Michaels View Care Home DS0000036238.V319352.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!