CARE HOMES FOR OLDER PEOPLE
Stokeleigh Lodge Stokeleigh Lodge 3 Downs Park West Westbury Park Bristol BS6 7QQ Lead Inspector
Nicky Grayburn Unannounced Inspection 09:30 3 March 2006
rd 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 Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 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. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 3 SERVICE INFORMATION
Name of service Stokeleigh Lodge Address Stokeleigh Lodge 3 Downs Park West Westbury Park Bristol BS6 7QQ 0117 9624065 0117 9624065 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) Mrs Lyn R Farrall-Miles Mrs Rosemary Anne Beck Care Home 17 Category(ies) of Old age, not falling within any other category registration, with number (17) of places Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 4 SERVICE INFORMATION
Conditions of registration: 1. May accommodate 17 persons aged 65 years and over requiring personal care 27th July 2005 Date of last inspection Brief Description of the Service: Stokeleigh Lodge is a privately owned home that is registered with the Commission for Social Care Inspection to provide personal care and accommodation for up to 17 people who are 65 years and over. The premises are situated close to The Durdam Downs and have been extended and adapted over time to meet the needs of the elderly. There are two additional floors, which are accessible via a stair lift. The house is residential in style and blends in well within the neighbourhood. It is also close to many local amenities and facilities. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 5 SUMMARY
This is an overview of what the inspector found during the inspection. This was an unannounced inspection following the first announced inspection. There has also been an additional visit earlier in the year. The purpose of this inspection was to follow up on previously made requirements and recommendations and to also ensure the welfare of the residents was being upheld. The inspector spoke to residents, staff and the acting manager. Key records and documents were examined. The opportunity was also undertaken to tour around the property. What the service does well: What has improved since the last inspection?
It was pleasing to record that all the previously made requirements had been met ensuring that residents are better protected and safeguarded from practices. The additional visit focused on the medication procedure and it was then met and the good practice continues. Recruitment practices have improved and all staff have received training in Adult Protection ensuring that all are aware of what constitutes abuse and how to deal with it. Care plans have also been improved, containing more detail about how the resident wishes to be cared for. Residents have also been consulted with concerning their wishes in the event of death ensuring that they are handled with respect and sensitivity. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 6 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. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 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 Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 8 Choice of Home
The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4, 5, 6 Individual contracts need to be updated to ensure that the correct fees are agreed and arranged. Prospective residents’ needs are assessed ensuring that their needs and preferences will be met within the home. Residents have the opportunity to visit the home prior to deciding whether to move in. Intermediate care is provided and residents can be assured that they will be helped to return home. EVIDENCE: There has been one new resident who moved in after the Christmas period at Stokeleigh Lodge. Further, one resident is due to move onto long term care elsewhere. There are currently two vacancies. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 9 The new resident was being treated in hospital directly prior to the move into the home and the assessment of needs had been conducted with assistance from the relevant medical professionals. Despite the normal practice being that residents visit the home before deciding to move, it was not possible in this case but the manager stated that they had full support from the hospital, in that if the move did not work, the resident would be able to return to the hospital. The care plan detailed specific areas of need and preferences, and how the home would meet them, such as mobility difficulties and night time arrangements. It was noted from the recent resident’s meeting minutes that they were welcomed with a round of applause. A recommendation was made to improve the information given to prospective residents. This has been partly completed and is more up-to-date. However, there are areas which need to be included in the Statement of Purpose and has been discussed with the manager during a phone conversation with reference to Schedule 1 of the Care Standards act. Within each care file, contracts of the terms and conditions are held. Some of these date from 2003 and do not reflect current fees. These need updating and to be signed by the individual resident (if appropriate). The manager confirmed that these will be done by the end of March to coincide with the new tax year. The home provided care for one resident who required respite care for a few months. Records regarding this resident were not looked at, however, the manager confirmed that staff, and other residents, welcomed the resident and provided the necessary care to enable them to return home as soon as was appropriate. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10, 11 Residents’ health and personal care needs are detailed in individual plans of care ensuring that they are met. The medication system now protects residents and some are supported to self medicate. Staff treat residents with respect and their privacy is upheld. Residents can be assured that staff will treat them and their families with sensitivity at the time of their death. EVIDENCE: Four residents’ individual files were looked at and their plans of care have improved and now present more detail. The manager continues to improve these to present a full picture of the individual. It is advised that these are more person-centred. The manager has also set up a new system in response to a requirement of recording health care issues. There is a ‘professional visit sheet’ for each resident, and the manager confirmed that this is working well and aids communication. This is good practice and is now clear as to when residents had received professional care such as the dentist; chiropody; and district nurse visit. The home has a visiting optician to ensure that all residents are tested. Residents received their flu jab in October 2005. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 11 Monthly reports carried out by the resident’s key worker were up-to-date detailing any changes in health and social needs, as well as activities undertaken. Most residents had their photos included in their files. The manager confirmed that the others were in the digital camera and ready to be printed and will be doing it in the very near future. Requirements were made at the previous inspection and were then assessed during the additional visit. Systems have greatly improved to ensure that residents are protected. There are now policies and procedures in place to guide staff on how to administer medication and what to do in case an error occurs. Some controlled drugs are held on the premises and records showed that administration of theses are signed by two members of staff. Staff now have to prove their competency to administer medication. Boots Pharmacy provide training and then staff are observed by a senior member of staff. There were a few missing signatures on the Medication Administration Record sheets which were discussed with the manager. It was evident that they were from the same day. The manager was going to look into this and ensure that this issue would be brought up in the next staff meeting due to the importance of it. During the inspection, the district nurse attended to certain residents; in their own rooms. It was observed that staff knock before entering resident’s bedrooms and that staff spoke to residents in a courteous and respectful manner. It was also evident that staff were aware of resident’s preferred name. A recommendation was made to ensure that all residents are consulted with about their wishes in the event of their death. The manager has worked hard to complete this and consulted with the residents and their family (where appropriate). There is also a ‘Funeral Seminar’ later in the month and many residents had signed up to say that they would like to attend. This is good practice. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Residents’ lifestyles match their preferences and meet their cultural needs. Relationships with family and friends are maintained and are welcomed in the home. Residents are supported to exercise choice within their home and receive a wholesome balanced diet. EVIDENCE: Within resident’s care files, details of their likes and dislikes; social history; religion and practices are stated. The level of detail varies between residents. The manager explained that some residents did not wish to divulge such details due to the lack of understanding of the reason why staff wished to know. This was discussed with the manager and how it could be brought into a resident’s meeting as well as during one-to-one time. There was an activity list on the notice board with a list of what each resident has participated in. Activities include playing snakes and ladders; ‘Connect 4’; pancake tossing, and whist. There is also a group of residents who go to a whist club regularly. One resident who moved to the home was able to continue with this hobby. Staff also arrange ‘mystery trips’ which is discussed in the resident’s meetings. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 13 As stated in the information from Stokeleigh Lodge, visits from family and friends can be made at any time, up to 10pm to ensure disturbances are kept to a minimum. Further, it states that staff welcome visitors for meal times. Residents are supported with religious practices in the community and a minister conducts Communion in the lounge every month. It was observed and is written in some care files how residents exercise choice within the home. For example, residents can get up and go to bed when they wish, and join in activities or spend time on their own. The home does not hold any monies for the residents and does not involve itself with the resident’s financial affairs. Details of the Commission for Social Care Inspection contact details are included in the information about the home, and an additional leaflet was given to the residents during the previous visit to ensure that the residents are aware of how to contact the inspector if the need arises. Meal times are a time of enjoyment for residents. The inspector ate lunch with the residents during the last visit, which was very pleasant, and looked similarly wholesome during this visit. It was evident from the in-house anonymous questionnaires that residents stated that meals were all ‘very good’. From the resident’s meeting’s minutes, certain one-off problems, such as the plates being cold was dealt with and had not re-occurred. The cook recently had a round of applause from the residents meeting. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 Residents and their supporters are assured that any complaints will be dealt with seriously. Residents are protected from abuse but the procedure of investigation needs to reflect current procedural practices. EVIDENCE: The complaints procedure is stated in the information given to residents. The manager confirmed that all ‘niggles’ are sorted out straight away. Residents are also given the opportunity to raise any concerns or complaints in the regular meetings. Residents spoken with said that they would ask talk to member of staff, the manager or Lyn Miles (Registered Provider) as she frequently visits the home. A requirement from the previous inspection regarding all staff receiving Protection of Vulnerable Adults training has been met. This was evidenced in the staff’s individual files. The procedure for reporting allegations of abuse is required to be amended so that the manager or provider does not investigate the allegation and contact details are included in the procedure to aid efficiency. This procedure is to be in line with Bristol City Council’s ‘No Secrets’ Guidance. The Whistle blowing policy was also inspected and it is recommended that contact details are also included in this. This was discussed with the manager and she is seeking further advice from the Council. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 15 The majority of staff had records of their Enhanced Criminal Records Bureau check. One check had not yet been received for a new member of staff. This has now been resolved, and the member of staff will not be working any shifts until the manager has satisfactory receipt of the document. The manager was advised that these records last for a period of three years and that some staff’s records are due for renewal. The manager confirmed that this would be acted upon immediately. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 16 Environment
The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 21, 22, 23, 24, 25, 26 Residents live in a homely and clean environment. Bedrooms suit personal needs and residents have the specialist equipment they require to meet their mobility needs. EVIDENCE: Stokeleigh Lodge offers a homely and clean environment. Maintenance issues are acted on and there no requirements were made regarding the environment. There is one main large lounge with comfortable armchairs and a television. The dining room is pleasant and spatial. It has been redecorated but could still benefit from having some pictures on the walls to make it feel more homely. This was discussed with the manager and how it could be a subject for the next resident’s meeting. There is also a light warm conservatory overlooking the garden, which can be accessed via two different doors. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 17 There are three bathrooms located throughout the home in addition to the ground floor lavatory. The shower room was currently out of use, as the floor has to be replaced due to a leak. This was being sorted out in the next few weeks. A new shower door was also being purchased to try and eliminate the problem re-occurring. Bathrooms had appropriately placed grab rails and there was a bath chair (rota-bather) to aid independence. There is a stair lift accessing all floors for those residents who need assistance with the stairs. Despite it being quite old, it is regularly serviced, has had new seat covers, and works efficiently. It was observed in use and residents were comfortable with using it independently. Four bedrooms were entered and all were clean and very personalised. It was evident and residents had told the inspector during the previous visit that they were able to bring in certain pieces of furniture of their own to compliment their rooms. Some radiators are not guarded to minimise the risk of injury in case of a fall. However, risk assessments are in place and this was discussed with the manager. As observed, in some bedrooms and the lounge, chairs are in front of the radiators preventing any direct fall. The home was free from odours and was clean throughout. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 18 Staffing
The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Residents are protected by the home’s recruitment practice and are supported by sufficient numbers and skilled staff. Up-to-date training skills would further benefit the residents’ safety. EVIDENCE: There are always two members of staff on duty 24 hours a day within the home. A duty rota was on display in the office showing the levels of staffing hours. There is a total of 15 staff employed with an additional cook. Most staff are enrolled on a National Vocational Qualification course in care. There was evidence of some staff undertaking training in Fire; Manual Handling; Medication Administration; First Aid, and Food Hygiene. However, some files which did not evidence all mandatory training, such as Manual Handling and Food Hygiene. It was advised during the previous inspection and is now recommended that a rolling programme be devised to ensure that all staff are up-to-date with all areas of training. The manager and one other member of staff have recently done ‘effective recording’ training to improve the communication systems within the home. This is good practice and it was evident that this has helped. Some residents are showing signs of early dementia and it was discussed with the manager how training in dealing with dementia would benefit the residents. It is recommended that staff undertake this training.
Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 19 A requirement made at the previous inspection to review the recruitment procedure has been met. Five staff files were inspected and it was evident that these have been improved and are now more organised. Records showed that the relevant documents are sought, such as an application form; two references; identification, and any qualifications. Staff are also issued with a contract of employment. An induction record was viewed and the member of staff had signed to confirm that they had received a ‘code of conduct’ and that they had read key policies and procedures, such as ‘Rights and Values’; ‘Whistle blowing’, and ‘Acceptance of Gifts’. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 20 Management and Administration
The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36, 37, 38 Residents live in a safe, well-managed home, which is run in the best interests of the residents. Staff receive regular supervision from the manager. Records and policies are kept to safeguard the residents. EVIDENCE: Mrs Ann Beck (manager) retired at the end of 2005. The inspector had been informed of this and procedures and possibilities had been discussed with Lyn Miles (Provider). The acting manager, Dawn Sherwood, will be undertaking her Fit Persons Interview within the next month with the Commission for Social Care Inspection. She has worked at Stokeleigh Lodge for seven years and has good relationships with the residents and staff group. Presently, Dawn is completing her NVQ Level 4 in Care Management. It was evident that Dawn has already made positive changes, such as improving systems of communication and recording of information regarding the resident’s wellbeing.
Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 21 The registered provider visits the home often and has frequent contact with the staff group and residents. It was discussed with the manager that the monthly reports need some development. An example was given from the Commission for Social Care Inspection to aid this progress. The home gathers further information about their service through residents’ meetings; staff meetings, and they have also started a formal system of anonymous questionnaires. The inspector read these and the responses were very positive, for example “meals = very good; cleaning = yes, satisfied”, with added comments such as “nothing is too much trouble”. Arising issues from the questionnaires had been brought up in the residents’ meeting, evidenced in the minutes. This information should be collated and made available to prospective and current residents in a clear format. A supervision matrix was on display in the office and further records kept in the staff’s individual files evidenced that these sessions are regular and meaningful. An information pack for supervisees and supervisors was available ensuring that both parties can be aware of what to expect from each other. It was clear that the manager had dealt with staffing issues in an appropriate manner. There is an external accountant employed to organise the standing orders and additional costs such as hairdressing and chiropody. Accounts were not examined except for the differing contractual and actual monthly fees, which was discussed under standard 2. Records have greatly improved since the last inspection and work is continuing on them. Residents’ details are kept in the office and staff files are kept in a lockable filing cabinet to maintain confidentiality. Some records (old menus, activity records) are kept just outside the office due to the lack of space within the office. The health and safety records were examined. It was noted that the relevant fire safety checks, such as the alarm system; emergency lighting; fire fighting equipment, and call system are carried out within the appropriate timescales. Maintenance of equipment and the gas boiler’s services were all in date. A record of frequent fire training was evident with night staff receiving 3-monthly sessions. There are also regular fire drills for the home. Residents can call for assistance from a fitted call bell system. It was advised how a mobile call bell would benefit residents in case they can’t reach the fixed bell when needing assistance. The inspector will send the home some information regarding this. Generic risk assessments are carried out and are reviewed regularly with updated actions taken to minimise the identified risks. The fire risk assessment was updated in January 2006 with detailed risks and actions for each resident. Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 22 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 3 3 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 3 3 3 3 3 3 3 3 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 3 X 3 X 3 3 3 3 Stokeleigh Lodge DS0000026503.V283782.R01.S.doc Version 5.1 Page 23 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 OP1 OP9 OP18 Regulation 4, Sch 1 13(2), Sch 3(i) 13(6) Requirement Update the Statement of Purpose. Ensure all staff sign after administering medication. Amend the Protection of Vulnerable Adults procedure and policy to be in line with Bristol City Council’s No Secrets Guidance. Ensure that all staff undertake statutory training. Timescale for action 30/04/06 31/03/06 31/03/06 4. OP30 18(1a,c) 13(5) 31/05/06 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. 5. Refer to Standard OP2 OP18 OP30 OP33 OP33 Good Practice Recommendations Update contracts with current fee arrangements. Include contact details in the Whistle Blowing policy. Staff undertake training in Dementia. Develop monthly visit reports. Collate the data from the anonymous questionnaires to form a clear result; inform the residents and their supporters, and enable a clear action plan.
DS0000026503.V283782.R01.S.doc Version 5.1 Page 24 Stokeleigh Lodge Commission for Social Care Inspection Bristol North LO 300 Aztec West Almondsbury South Glos BS32 4RG National Enquiry Line: 0845 015 0120 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk
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