Inspection on 20/07/09 for Tager Centre

This inspection was carried out on 20th July 2009.

CQC found this care home to be providing an Good service.

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

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Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

Fairways

Treloar College

Kestrel House, St Anne`s Opportunity Centre,

Pinta

Extracts from inspection reports are licensed from CQC, this page was updated on 18/02/2010.

Key inspection report CARE HOME ADULTS 18-65 Tager Centre Ravenswood Village Nine Mile Ride Crowthorne Berkshire RG45 6BQ Lead Inspector Sally Newman Key Unannounced Inspection 20th July 2009 09:00 Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care home adults 18-65 can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Tager Centre Address Ravenswood Village Nine Mile Ride Crowthorne Berkshire RG45 6BQ 020 3301 3621 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) Vernon.Ambris@norwood.org.uk Norwood Ravenswood Ltd Trading as Norwood Mr Vernon Ambris Care Home 16 Category(ies) of Learning disability (0) registration, with number of places Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Learning disability (LD). The maximum number of service users to be accommodated is 16. Not applicable as first inspection since registration. Date of last inspection Brief Description of the Service: The Tager Centre is part of the Norwood organisation based at the Ravenswood Village nr Crowthorne, Berkshire. The home has been newly built and established to accommodate up to sixteen service users aged between 18 and 65 in units of 4. The home accommodates service users with autism who may also have severe communication difficulties and behaviour that challenges the service. The home provides 24-hour staff support. Fees currently range from £67,060 to £259,333 per annum. The fees do not include the cost of chiropody, hairdressing and toiletries. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This service has been rated a 2 star good service. This was the first inspection of the service since it was first registered in January 2009. The inspection was conducted over the course of 3 days and included a visit to the service of 7 hours duration. Time was spent in discussion with the temporary manager, their assistant and two members of staff were spoken to in private. In addition, the Business Manager responsible for the home spent some time explaining the background to the current situation. Observations of activities within the home were conducted and other staff and service users were spoken to briefly. Due to the complex communication needs of the current service users it was not possible to obtain and comprehensive account from any individual about what life was like living in the home. Some communal areas were seen and a range of documentation was examined. Information provided by the service prior to the visit has been used in the evaluation of outcomes for service users. All outcome areas have been judged as good. These ratings have been applied because of the clear and substantial improvements that have been made to the home by the appointed temporary manager since May 2009. This manager has been assisted by a senior member of staff well known to her and the support of the current staff team has ensured that the necessary changes have been successful. All indications are that this service will continue to improve and will strive to provide the highest quality of care for the service users. It was noted that the difficult situation that the service was going through, with lack of clear management direction, was not noticed as early as it might have been due to extensive changes to the senior management team and to the lack of proprietor visits. No recommendations or requirements have been made as a result of this inspection. The provider has a range of policies and procedures relating to equality and diversity. From the evidence seen the inspector considers that this service would be able to provide a service that meets the needs of individuals of various religious, cultural and racial needs. No complaints have been received by the Commission about this service since the last inspection. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 6 What the service does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective service users and their representatives are provided with appropriate information and have their needs thoroughly assessed prior to a place being offered. Moving into the home is well managed according to individual needs and all service users are provided with a contract. EVIDENCE: Evidence was provided from examination of documentation, from information provided by the service prior to the visit and from discussion with the temporary manager and staff. All prospective service users and their representatives are provided with a range of information including the Statement of Purpose and a Service Users guide. It was noted that the Statement of Purpose required some updating to take account of staff members who had left the home. Transition plans are implemented that includes a comprehensive assessment of needs and details the process for individual arrangements for moving into the home. All service users are provided with a copy of their contract. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individual service users are as fully involved in decisions about their lives as possible and are supported to play an active role in the care and support they receive. EVIDENCE: Information was obtained from examination of 4 plans of care and associated documentation, from information provided by the service prior to the visit, from discussion with the temporary manager and staff and from observations made throughout the home. It was apparent from discussion that plans of care had been transferred from previous services when individuals moved into the home with little change or updating. The temporary manager has been overseeing the home since the end of May and in this time all plans of care have been reviewed, reorganised and updating of all essential information such as risk assessments has been Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 10 undertaken. However, it was acknowledged that this work was still ongoing and that standards of documentation still required significant improvement. Staff spoken to were much happier with the changes that had been implemented since the temporary managers appointment and the consistency of working in smaller teams was already proving to be beneficial for service users. Examples were given where individual service users were displaying a significant reduction in the incidence of challenging behaviours. There is now a clear key worker system in place and discussion with staff provided sound evidence that this role was clearly understood in relation to their responsibilities for ongoing assessment of need, completion of documentation and attendance at reviews. Service users are encouraged and supported to fully participate in the running of the home and in the wider organisation around the village. Service user meetings had met with a mixed response and alternative formats were being explored with a view to more successfully engaging individuals with expressing their views. One service user had been supported and provided with preparation to be involved in the recruitment of staff. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): This is what people staying in this care home experience: People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Individuals who use the service are supported to make choices about their lifestyle and are encouraged to develop their life skills. Social, educational, cultural and recreational activities are provided and offer individual choice with a view to meeting aspirations and expectations. EVIDENCE: Evidence obtained included information provided prior to the visit, a range of documentation maintained within the home, together with discussions with the temporary manager and staff. Prior to the appointment of the temporary manager there is little evidence to support that significant progression with individual service users had taken place. Staff were working across all four units undermining the process of staff and service users really getting to know each other. This had the effect of the service focussing on maintaining previous activity timetables and managing Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 12 challenging behaviours as they arose. Since the end of May the reorganisation of staff into 4 teams linked to the units has resulted in staff being able to focus on individual needs and aspirations. It is acknowledged that these changes are still at an early stage but there is strong evidence that this will continue to strengthen and provide better outcomes for service users. One service user had successfully applied for a part-time kitchen assistant post and was being paid for this work. During the course of the inspection staff were obtaining money for individual service users to carry out a range of activities including shopping and eating out. Of those staff spoken to, obtaining money on behalf of service users had proved so problematic prior to the current manager coming to the home that outings had been extremely restricted. The kitchen and food preparation areas were seen and were clean and well organised. The main kitchen is of an industrial style and currently all main meals are prepared here and transferred to the units in heated trolleys. A recent environmental food safety inspection resulted in a 4 star rating which is ‘very good’. There are plans to review how the evening meal is prepared as there are kitchen facilities within the units where service users can be supported to prepare their own food. These plans are ongoing and will involve some reorganisation of the available space within some units. It was apparent from those plans of care seen that food preferences are recorded and any specific dietary requirements are clearly documented. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care needs of service users are met. The arrangements for medication are improving in order to ensure the protection of service users. EVIDENCE: The health and personal care needs of service users are documented in their plans of care. The range of health care professionals called upon to assist with meeting individual health care needs was provided within information made available by the service prior to the visit and included a wide range of health care professionals. The home utilises the services of the onsite Psychology team to assess and implement specific guidelines for staff. This information was in evidence from examination of 4 plans of care seen. The plans detailed individual needs and recorded most health care contacts. The medication storage facilities were seen in the form of locked metal cabinets. An audit of the medication system was not undertaken. Discussion Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 14 with the temporary manager indicated that prior to her appointment no comprehensive or robust administration system had been implemented. This had resulted in wide spread confusion on the part of staff where minor errors in recording had taken place. The organisation had commissioned a thorough audit of the arrangements for medication within the home and this had been undertaken by a highly experienced manager from another home in the village. The report was extensive and very detailed. There were plans to completely review the current system of centralised storage and possibly replace this with individual locked cabinets within individual service users’ bedrooms. It was hoped that this would support a more person centred approach to care and would enable service users to be more actively involved with their medication. All staff undertake medication training and are subjected to tests of their competence within the home. Staff spoken to confirmed that they had received training. In view of the problems encountered by the home in relation to the lack of systems for the administration of medication staff were being re-trained in the newly implemented procedures. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users can be confident that their views and concerns will be listened to and acted upon and that they are protected from abuse and neglect. EVIDENCE: Information provided by the service prior to the visit confirmed that no complaints had been made about the service since its registration. The Commission has received no complaints or concerns about the service. There is a robust complaints procedure that is made known to the representatives of service users and is available to service users in a range of formats to meet their particular communication needs. Pictorial formats were in evidence within those plans of care seen. There are plans to make these formats more individual to meet specific communication needs. The temporary manager confirmed that all staff had received instruction in the safeguarding of adults. This was confirmed by the two staff spoken to in private who demonstrated a sound understanding of the principles of safeguarding and the potential for abuse. The inter-agency policy on safeguarding adults was available in the home and the temporary manager was clear about the action that needed to be taken should an allegation or suspicion of abuse come to her attention. The village as a whole has now removed the previous internal panel, which was set up to decide if concerns expressed by staff or managers was sufficiently serious to make a referral to Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 16 the Local Authority safeguarding service. This was confirmed by the business manager spoken to during the course of the inspection and the temporary manager confirmed that it was her understanding that as manager she could make a referral direct to Social Services if she felt that was appropriate. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users benefit from a well maintained and comfortable environment that is safe, clean and hygienic. EVIDENCE: The building has been purpose built and opened in January 2009. Currently most areas are still rather bare and stark. Plans are in place to provide more homely fittings such as curtains and pictures. One area has been personalised with carpeting, curtains and frosted glass to an outside door to provide privacy and already feels more homely and comfortable. All service users have their own rooms and each has a private outdoor space and en suite facilities. Now that key workers have been allocated to individual service users plans for incorporating enhancements to the bedrooms based upon individual need and preferences can get underway. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 18 Each of the four units has a dining room and lounge. Some pictures and curtains have been purchased to soften these areas and further purchases are planned. There are bathrooms and separate toilets situated in each unit and a central office is located in the middle of the building on the ground floor. There is additional office and meeting space situated on the first floor. The service employs cleaning staff and throughout the home was clean, tidy and fresh smelling. There are dedicated laundry facilities to which service users have access to wash their laundry with support. There are policies and procedures in place for the control of infection and for the control of substances hazardous to health. As with many other areas of the home these systems are subject to review to ensure the most efficient and effective use of the available resources. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users benefit from the support of well trained and competent staff and are protected by the organisations policies and procedures on recruitment. EVIDENCE: Information provided by the service indicated that all staff are subject to an extensive recruitment programme that complies with the regulations. All prospective staff must complete an application form and are subject to written references and formal interview. The inspector is familiar with the organisations’ recruitment arrangements, which have always been found to be robust and effective. The temporary manager confirmed that recruitment to this service had been particularly robust in relation to its specialist status for providing a high quality service for people with autism. Prospective staff had to demonstrate very specific skills and attributes in order to be considered suitable for the service. Staff spoken to were now clear about their roles but reported that during the period of the opening of the home in January and the departure of the Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 20 registered manager, roles were very unclear and expectations and responsibilities were confused and unsettling for the whole staff group. There is an extensive training programme provided by the organisation and all staff have regular access to updates and specialist courses. All current staff within the service have either gained National Vocational Qualifications or are in the process of obtaining them. Many have undertaken specialist training in learning disability and autism. Both staff spoken to provided information about the range of training and courses that they had attended and both confirmed that in their view the training offered by the organisation was extensive and of good quality. Evidence seen and provided indicated that the majority of staff had received very few one to one supervision sessions prior to the appointment of the temporary manager. Since the end of May and the re-organisation of the staff teams all senior staff had been charged with responsibility for drawing up a programme of one to ones for all staff within their teams. In addition, all senior staff had either been provided with supervision or were due to have one imminently. Staff meetings organised since May had initially commenced with a whole team meeting to provide staff with reassurance about the absence of their manager and the planned changes. Additional unit team meetings had commenced and staff spoken to reported that these were very useful and provided staff with much needed structure and direction. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users now benefit from a well run home where they can be sure their views will be taken into account with regard to the development of the service. Service users are protected by the homes policies and procedures for health and safety. EVIDENCE: There was considerable evidence to support the view that the registered manager had been struggling to cope with managing and running the home effectively since it first opened in January 2009. This situation only came to the notice of the organisation during an unannounced visit conducted at the beginning of May by a senior manager. During the time the home was opening a complete change of senior management at the village was being undertaken. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 22 There was only one record of a Proprietor visit (Regulation 26) available and further suggests that the manager was left unsupported during a difficult and demanding phase for the home. Staff were left with little direction and a failure to implement suitable operating systems resulted in a lack of structure where staff felt unsupported and vulnerable. However, the organisation did act swiftly when the full scale of the difficulties were uncovered. The temporary manager was assigned to oversee the running of the home and has been assisted by a senior member of staff from her original service. This has proved extremely positive and there was considerable evidence to indicate that already the home is running with structure, purpose and clearly defined policies and procedures. Staff were feeling much better supported and described the temporary manager and her assistant as competent, professional and approachable. It was acknowledged that considerable work still needed to be undertaken but the management team were in no doubt as to where weaknesses still remained and what needed to be implemented to bring standards up to ensure good outcomes for service users. The organisation has comprehensive quality assurance systems but due to the short duration the service has been in operation and the recent need to improve basic practices as a priority within the home, a full scale quality assurance exercise has not been undertaken. Part of the feedback for how well the service is meeting needs is obtained from individual service user reviews and these have now commenced and will be undertaken for all service users. It is clear that records as a whole prior to the temporary manager overseeing the service were disorganised and not easily accessible. The manager confirmed that although extensive review of all documentation had been undertaken with the assistance of the part time administrator, important paperwork was still being found misfiled or not filed at all. Some work had been undertaken on locating health and safety documentation and a member of staff has been designated as the health and safety coordinator for the home. It was clear from the file seen that there were apparent omissions in relation to fire safety drills, although it was noted that due to a faulty call bell a full evacuation had occurred recently and this had been documented. Other checks were in evidence but a full audit was not possible due to the lack of comprehensive information. It was noted from a gas safety report undertaken in December 2008 that a piece of faulty equipment rendered the use of the gas equipment in the main kitchen as potentially dangerous. Documentation confirming that remedial work had been undertaken could not be located at the time of the inspection and the temporary manager undertook to ensure that this documentation was found to provide evidence that the work was completed. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 23 The organisation ensures that full liability insurance is in place for the service and this was confirmed in information supplied prior to the visit. The temporary manager was aware of the need to implement a business plan and arrangements were underway to ensure that this work was completed. Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 3 2 3 3 3 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 2 27 3 28 3 29 3 30 3 STAFFING Standard No Score 31 3 32 3 33 3 34 3 35 3 36 2 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 2 3 3 2 3 LIFESTYLES Standard No Score 11 2 12 2 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 3 3 3 2 3 2 2 2 Version 5.2 Page 25 Tager Centre DS0000073235.V376511.R01.S.doc N/a Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Tager Centre DS0000073235.V376511.R01.S.doc Version 5.2 Page 26 Care Quality Commission Care Quality Commission Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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