Inspection on 04/07/07 for The Arches Residential Care Home

This inspection was carried out on 4th July 2007.

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

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

Other inspections for this house

The Arches Residential Care Home 14/02/07

The Arches Residential Care Home 23/05/06

The Arches Residential Care Home 21/09/05

The Arches Residential Care Home 26/04/05

The Arches Residential Care Home 14/01/05

The Arches Residential Care Home 14/07/04

The Arches Residential Care Home 14/01/04

Similar services:

The Shelley

Springfield House

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

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

CARE HOMES FOR OLDER PEOPLE The Arches Residential Home Mounts Road Greenhithe Kent DA9 9ND Lead Inspector Sandra Crosby Key Unannounced Inspection 09:30 04th July 2007 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 The Arches Residential Home DS0000024030.V340278.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. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Arches Residential Home Address Mounts Road Greenhithe Kent DA9 9ND 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) 01322 370163 01322 381642 archeshome@yahoo.co.uk Arches Care Home Limited Vacant Care Home 21 Category(ies) of Dementia - over 65 years of age (21) registration, with number of places The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 14th February 2007 Brief Description of the Service: The Arches is registered to accommodate 21 older persons who have been diagnosed with dementia. There is a large lounge/dining room on the first floor and smaller lounge diner on the lower ground floor, the home also benefits from a large conservatory with extensive views over the valley. There is a small garden to the rear. The home is on 3 floors; there is a 5-person lift to all floors. The owner employs a manager who leads a team of carers including 2 carers who work at night on waking duty, together with one carer sleeping in. A cook, an activities coordinator and a cleaner are also employed. The home is situated in a quiet residential area of Greenhithe with local shops and post office close by. Bluewater shopping complex is approximately 2 miles away. The Manager stated that currently fees range from £410 to £430 per week. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report reflects the findings of a key unannounced inspection random inspection carried out on the 04 July 2007 between 09.30 and 15.00. Since the last inspection visit the Registered Manager has retired and the then Deputy Manager has taken on the responsibility of Manager and has been in post for approximately eight weeks. The Inspector spoke with the Manager, the Registered Provider, several of the staff on duty and several of the people living at the home. A proportion of the visit was spent directly observing the care and interaction between staff and residents and case tracking through care plans and other records. An accompanied tour of some areas of the premises was also carried out. The atmosphere of the home was welcoming, calm and relaxed, and the home was clean and orderly at the time of the inspection visit. The completed AQAA documentation was only received at the office the day before the inspection. Therefore the Inspector was unable to send out surveys for completion to obtain service users and professional views about the home. The Inspector on arrival at the home was able to speak with a visiting Care Manager who spoke positively about the home and the care provided by staff. What the service does well: People who live in the home benefit from the pleasant and homely environment where visitors are always welcome. Staff are caring and committed and there is a strong management team. People who live in the home are protected through safe systems of medication storage and administration in compliance with recognised guidelines. The routines of daily living and activities, is enhanced by the work undertaken by the activities co-ordinator. Choice and opportunity to have involvement with decision-making processes is offered in a way that residents can comprehend. Food is offered and prepared in a way, which takes account of the nutritional needs of older people with dementia. Good recruitment procedures and effective supervision of staff are in place to protect residents from harm. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? The home has invested in the services of two care consultants to assist in sharing, relevant training and focusing a development plan. The foundation of improvement is around person centre care and the advisors are helping the Manager to deliver improvements in the service. An extension has been added to the home to provide 5 additional bedrooms, these have en suite toilet facilities and will provide comfortable accommodation for future occupants. It was stated that by the Manager that two of the existing residents have moved into these new bedrooms. All the people who live in the home have single bedrooms. The conflict of interest where the owner and GP are the same person has been mitigated through a transparent policy whereby all parties are informed of this. Plans to make the garden safe and accessible are nearing completion. Advice has been sought from appropriate professionals who specialise in elderly and dementia care in order for improvements and adaptations to be made to the home in line with the home’s stated aims and objectives. Suitable arrangements have been made for maintaining satisfactory standards of hygiene in the care home in the kitchen so that food storage and handling will comply with the requirements of the Food Safety Act. Improvements have been made in staff training to ensure that there are sufficient, suitably qualified and competent staff on duty at all times to meet the needs of the residents. An approved induction training programme has been introduced for new staff. The Manager and the Owner are working together to ensure that the home is run in the best interests of the people who live there. Work has begun to implement a quality assurance system to ensure that shortfalls are identified and improvements are carried out as required. The home has introduced an informative Relatives and Friends Newsletter. The Arches Residential Home DS0000024030.V340278.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. The Arches Residential Home DS0000024030.V340278.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 The Arches Residential Home DS0000024030.V340278.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): Standards 1,2,3 and 6 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who are considering moving to the home are provided with accurate information upon which to base a judgment. Good admission procedures ensure that their particular needs are identified and can be met. EVIDENCE: People who are thinking about moving into the home or moving a relative into the home are provided with information about what life is like there. The Statement of Purpose and Service Guide for the home was seen, and following discussion with the Manager it was agreed that both documents required reviewing and amending in order for the documents to meet the requirements of regulation 4 Schedule 1 and Regulation 5. The AQAA documentation states The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 10 that the Manager is preparing to amend the documentation, and indicates that this process has already been started. Records relating to the admission and care of new residents were examined. The information is detailed and will help staff and management plan the care of new residents in order to best meet their needs. Wherever possible, the assessment is made when visiting the prospective residents in their own home prior to admission. People who live in the home are provided with a contract, and two contracts were viewed. The Manager agreed to ensure that all parties signed the contract. It is not the general policy of the home to admit residents on a short-term basis, and this standard was judged as not applicable at this inspection visit. The Arches Residential Home DS0000024030.V340278.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): Standards 7,8,9 and 10 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home are adequately cared for, all their healthcare needs are met and they are benefiting from improvements made since the last inspection. However they may be at risk of harm where risks associated with changing needs are not clearly identified or incorporated into an up to date care plan. EVIDENCE: People who live in the home are benefiting from improvements made since the last inspection. Care plans were sampled which showed good initial assessment of the residents’ care needs. It was discussed that the reviews seen in the care plans used did not provide meaningful information about what changes had taken place. It was also discussed that not all appropriate risk assessments were in place. This means that staff may not have access to the most up to The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 12 date information about how to care for people who live in the home or minimise any risk to them. The Manager agreed to address these issues and indicated that she is aiming to adapt a more person centred approach care planning system with the assistance of a Consultant. A number of people who live in the home still have the same GP, Dr Desai, who is also the owner of the home. It remains the view of the Commission that, carrying out this duel role as the service users’ Doctor and owner of the home could lead to a possible conflict of interest. To show openness and transparency and to comply with the guidance issued by the General Medical Council, relatives and placing authorities have all been informed in writing by the home of the current situation and all residents have a choice of GP. People who live in the home have their healthcare needs met. In the files sampled there were examples seen of health care needs of people who live in the home being identified and followed up by staff. The plans of care include details of the dietary needs of the residents. The cook has had training in the specific nutritional needs of the elderly. People who live in the home are provided with access to a chiropodist, dentist and optician when required. The home encourages the family to go to hospital appointments with their relative. An escort from the home can be arranged for a fee. The Manager explained that they do try to offer a home for life but they are not a nursing home so if a resident develops an ongoing nursing need then an alternative home would have to be found. People who live in the home are protected through safe handling of medication policies and procedures. Medication is mainly stored in a small drug trolley that holds the monitored dosage system packs, creams, additional medication and records. The trolley is secured to the wall in a sectioned off area adjacent to residents’ rooms. The medication administration records were seen to be on the whole appropriately signed and up to date. Only trained staff administer medication. There is a list of staff signatures with their initials. The Arches Residential Home DS0000024030.V340278.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): Standards 12,13,14 and 15 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home are helped to make choices and exercise control over their own lives. They benefit from opportunity to take part in a range of recreational activities. EVIDENCE: The quality of life for people who live in the home has improved through the increased and planned provision of recreational activities. An activities coordinator has been recruited for two hours per day three days each week. The range of activities facilitated within the home is varied and residents are encouraged where possible to continue hobbies such as knitting, reading and following horse racing. It was seen that the activities person has developed the life biographies to gather information to help staff know the person and know their likes and dislikes including information about experiences and life events to aid the promotion of activities which would be beneficial to the resident. Two examples of these were seen. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 14 People who live in the home have some opportunity for trips out into the community. The home has church services that are held monthly. Visitors are made to feel welcome and can visit at any reasonable time. People who live in the home are benefiting from improvements that have been made since the last inspection around how choices are presented. This is particularly evident at mealtimes. The dining rooms are pleasant and have been made to look homely. The cook is qualified and has training in the specialist nutritional needs of the elderly and specifically those suffering from dementia. Meals are served in a way that presents choice to people who live in the home in a way they are able to understand. These good practices were evidenced whilst observing the main meal of the day. It is recommended that a heated food trolley is used when hot food is being served in the dining areas. The Arches Residential Home DS0000024030.V340278.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): Standards 16 and 18 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home are protected from abuse. EVIDENCE: People who live in the home are provided with a complaints procedure. The manager said no complaints have been received therefore no record was available for inspection. Complaints information seen did not clearly indicate the address and telephone number of the Commission and the Manager agreed to address this issue. People who live in the home are protected from abuse through good recruitment practice. All staff have been checked through the Criminal Records Bureau before working in the home. Further staff training in relation to Adult Protection has been booked for later this month. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19,20,21,22,23,24,25 and 26 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home benefit from the good standard of cleanliness and homeliness of the environment. There are ongoing improvements being made to the premises that will enhance the lives of residents once the work is completed. EVIDENCE: People who live in the home are benefiting from improvements that are being made to the home. Communal areas are generally pleasant and homely. There is a good standard of cleanliness throughout the property. Residents have a choice of lounges situated on two floors. There are ramps and handrails around the home. There is an emergency call system throughout the home. There are The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 17 2 baths with hoists, a shower room which is suitable for people with reduced mobility and there are 5 WC`S. A new extension has been added to the home that provides an additional 5 bedrooms with en suite toilet and a wash hand basin. Bedrooms in the older part of the property only have hand basins. The new bedrooms are well decorated and furnished and will provide a comfortable environment for the occupants. A specialist in the care of people with dementia has inspected the premises and produced a report with recommendations of how the home can be made more user friendly for people with dementia. Many of the recommendations have been implemented and work is ongoing to complete all the work. It has been agreed by the Commission that the new bedrooms are fit for use. Many of the people who live in the home have personalised their rooms with their own pictures and ornaments and small items of furniture. People who live in the home all benefit from single rooms, there are now no shared bedrooms remaining in the home. Some bedrooms in the older part of the property would benefit from refurbishment. The owner confirmed that a landscape gardener has been contracted to reinstate and improve the garden now that building work is finished. This work is nearing completion and takes account of the needs of the people who live in the home and includes features to ensure the garden is accessible to people who have mobility difficulties. The laundry is small and in need of improvement. The owner said there are plans to increase the size of the laundry to ensure that clean and dirty areas can be kept separate to minimise the risk of cross infection, as yet there are no timescales for completion of this work. The Manager confirmed that she would contact the clinical waste contractor for the home to ensure that the home was using the correct bags for the disposal of soiled dressings left by the District Nurse. Staff should receive training in relation to infection control. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27,28,29 and 30 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live in the home are supported by a committed and caring staff team whose skills are improving through increased training opportunities. EVIDENCE: The staff rota was seen and indicated that there are four carers on the early and late shifts, together with two waking night carers and one carer sleeping in. Additional support staff include a cook, domestic person, laundry person, and part time activities co-ordinator. The manager works full time at the home. People who live in the home are protected through sound recruitment systems. Staff files sampled at this visit were found to contain an appropriate application form, interview notes, proof of a satisfactory Criminal Records Bureau check, photographs, references and employment contract. The Manager said that new staff are now following an approved induction training programme, and a partly completed format was seen. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 19 It was encouraging to talk to staff and find that morale has improved, the atmosphere in the home is pleasant, calm and relaxed which must clearly have a positive affect on the lives of the people who live in the home. Staff training has improved and the majority of staff have now received specialist training in caring for people with dementia. The Manager confirmed that 4 staff members have NVQ 2 or 3, certification, 4 staff members have completed NVQ and are awaiting their certificates, and 4 staff members have just signed up for NVQ The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31,32,33,34,35,36,37 and 38 were inspected at this visit. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The safety and quality of life of people who live in the home is being improved through the introduction of a quality assurance system and through the hard work that the provider and management team have put in to meet requirements made at previous inspections. EVIDENCE: People who live in the home benefit from a committed management team. The Manager at the home has held the post of deputy manager for a number of years, and is currently applying to become the Registered Manager. She has NVQ Level 4 in management and care certification. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 21 People who live in the home are benefiting from the improvement in the atmosphere and staff morale. The provider and management team have worked very hard to meet previous requirements made. The management team have begun to set up a quality assurance system in the home, a number of quality monitoring forms have been introduced and surveys have been sent out to residents and relatives. Some discussion took place about how to progress this further in line with the requirements of the regulations. This will ensure that current improvements are sustained and the quality of life for people who live in the home is constantly improved. People who live in the home are now better protected through improved staff training and supervision. Staff now receive regular formal supervision, they have regular appraisals. Training in safe working practices is being provided for staff and further training is planned. The Environmental Health Officer has previously inspected the home and the Manager confirmed that the recommendations made in relation to food storage have been implemented. The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 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 1 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 2 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 3 2 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 3 2 3 3 3 3 2 The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? YES STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP7 Regulation 15 (2)13 (4)( c ) Requirement The registered person shall keep the service users plan under review; where appropriate and, unless it is impracticable to carry out such consultation, after consultation with the service user or a representative of his, revise the service users plan; and notify the service user of any such revision. In that care plans must be updated as needs change to provide clear guidance to staff on how to meet the care needs. Risk assessments must be updated as part of the care plan The previous timescales for action on this requirement was 30/6/06 and 30/03/07, this timescale has been extended to allow the new manager to complete all the work necessary. The registered person shall 30/09/07 establish and maintain a system for reviewing at appropriate intervals; and improving the quality of care provided at the DS0000024030.V340278.R01.S.doc Version 5.2 Page 24 Timescale for action 30/09/07 2. OP33 24 The Arches Residential Home care home. The registered person shall supply to the Commission a report in respect of any review conducted by him and make a copy of the report available to service users The system referred to in paragraph (1) shall provide for consultation with service users and their representatives The timescale for compliance with this requirement following the inspection in May 2006 has been extended as work is progressing towards achieving compliance The registered person shall make 30/09/07 suitable arrangements to prevent infection, toxic conditions and the spread of infection at the care home Staff must be trained in infection control Ensure that appropriate category clinical waste bags are used for the disposal of clinical waste 3. OP38 13(3) 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 OP1 OP15 Good Practice Recommendations Amendments to be made to the Statement of Purpose and Service User Guide Provide a heated food trolley for the serving of food in the dining area DS0000024030.V340278.R01.S.doc Version 5.2 Page 25 The Arches Residential Home 3. 4. OP16 OP25 5. OP26 Complaints procedure to clearly provide the address and telephone of the Commission office That the provider continues to improve the existing environment by redecoration and refurbishment. The home should meet the needs of older people with dementia. – Provision of new suitable armchairs in the lounge area needs to be part of the improvement plan. Laundry area to be upgraded The Arches Residential Home DS0000024030.V340278.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 The Arches Residential Home DS0000024030.V340278.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. 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