Inspection on 13/07/06 for The Branches

This inspection was carried out on 13th July 2006.

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

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

Other inspections for this house

The Branches 15/08/07

The Branches 27/10/05

The Branches 12/04/05

The Branches 24/09/04

The Branches 29/04/04

Similar services:

Turret Villa Retirement Home

Moor House

Mendip House

Beaconsfield Court Care Home

Little Sisters Of The Poor

Manor House

Middleton Hall Ltd

Middlesbrough Intermediate Care Centre

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

CARE HOMES FOR OLDER PEOPLE The Branches Springwell Road Jarrow Tyne And Wear NE32 5TQ Lead Inspector Sam Doku Key Unannounced Inspection 10:00 13th and 14th July 2006 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 Branches DS0000000244.V302894.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 Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Branches Address Springwell Road Jarrow Tyne And Wear NE32 5TQ 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) 0191 489 1208 0191 489 1208 Mr Abdul Majeed Khan Mrs Eileen Cromar Care Home 24 Category(ies) of Dementia (6), Dementia - over 65 years of age registration, with number (6), Old age, not falling within any other of places category (24) The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No more than 6 service users within the DE and DE(E) categories can be admitted at any one time. 27th October 2005 Date of last inspection Brief Description of the Service: The home is registered for 24 places and currently provides service for 2 people under 65 with dementia and 4 people over 65 with dementia. The home is not registered to provide nursing or intermediate care. The Branches is a large established property that has been converted into a care home, offering personal care for up to 24 older people. The home is located in a central position close to local amenities, with the added benefit of a large garden area that offers seclusion and privacy. All bedrooms are single rooms situated on two floors, and there are toilets and bathrooms situated throughout the building. There are no en-suite toilet facilities in the home. The living areas are spacious and present a homely atmosphere, and there are ample car parking spaces to facilitate easy access. The home is clean and environmentally comfortable. There is a large well maintained garden to the front of home overlooking the Springwell Park. The current rate of charges for being a resident in the home is £349.00 per week. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The inspection was unannounced and was carried out over two days. The first day of the inspection started at 6 O’clock in the evening. This was to observe the evening activities and the arrangements for preparing service users for bed. The inspection continued the following day, starting at 7:45 in the morning. The atmosphere in the home was calm and orderly. There was no odour in the home and all areas of the home were clean and well ordered. Before the inspection date, pre-inspection questionnaire was sent to the manager to supply some information about the home. Questionnaires were also sent to service users and relatives for their comments on the quality of the service. Four responses were received from relatives and five from service users. The responses are extremely complimentary of the home and the quality of care provided by the staff. The inspection involved talking to service users, sitting in the lounge and observing staff with the service users. It also involved discussions with the manager and care staff, tour of the house, examination of health and safety records and service users personal files including care plans. The final report takes account of the observations, discussions and responses from the questionnaires. On both days of the inspection, some of the service users were out in the beautifully tendered front garden, enjoying the nice weather. Others felt it was too hot to sit out and chose to remain in the lounge or shaded areas. The atmosphere was friendly and welcoming and all the service users were obviously enjoying the good weather and the company of the staff. What the service does well: The home provides good training for the staff. The manager ensures that staff receive the training necessary for them to undertake their duties. The home has effective assessment processes and care plans guide staff on how the care needs are to be met. This ensures that the personal and healthcare needs of the service users are met consistently by all those who are involved in providing their care. The home promotes independence and service users are offered choices, including when to retire or rise, choice of meals and opportunity to be involved The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 6 in organised social and recreational activities. Service users confirmed that the staff respect their privacy and treat them with dignity. The home has a good complaints procedure in place and staff have had training in recognising and dealing with any form of abuse in the home. Training is also provided in areas such as moving and handling, health and safety, fire safety, first aid and protection of vulnerable adults policy. The home was clean and maintained to good standard. All the bedrooms that were inspected were clean and appropriately furnished. The home encourages service users to bring personal belongings into the home and evidence of this was noted in the rooms that were inspected. The home has good system for recruiting staff including clearance from the Criminal Records Bureau before new employees commence work. The staff turnover in the home is very low and the service users continue to express satisfaction with having long-standing staff to look after them. Customer satisfaction surveys are carried out but the results need to be put in a report format and made available to the service uses. What has improved since the last inspection? What they could do better: The job application forms do not provide sufficient information in order for the manager to assess the employment history of the applicant. This needs to be reviewed to ensure that full employment history is provided, that any gaps in employment can be fully accounted for. The job reference form also needs to be reviewed to provide more information about the person providing the reference. A well structured and detailed recruitment and selection process is important in safeguarding service users from unsuitable carers. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 7 The service users guide contains a copy of the home inspection report. However, the report that is included is grossly out of date. This should be replaced with the most recent inspection report, which will give service users, their families and relatives an up to date view on the quality of the care provided by the service. 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 Branches DS0000000244.V302894.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 Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3, 4, 5. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The service user guide provides useful information, which prospective services users and their families find useful in helping them to make their decision about the home. Appropriate assessments from the social worker or one carried out by the home are made before admissions are arranged. This enables the home to determine the care needs of the person and ensure that their needs are met. The home actively encourages prospective service users to visit the home, meet with staff and other service users before deciding on whether or not to choose to live at the Branches. This provides the opportunity for prospective service users to make informed choice about their choice of home. EVIDENCE: The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 10 The service user guide and terms and conditions of residence are provided to all new service users either before or shortly after their arrival in the home. Copies of service user guide were found in some service users’ bedrooms. Also copies of terms and conditions of residence are found on individual files, which had been appropriately signed by service users or their representatives. These provide useful information for all the service users about the facilities in the home and also about their obligations under the terms and conditions of residence. Three of the most recently admitted service users confirmed that before they moved into the home, the manager discussed with them details of the contract and also gave them copies of the service user guide. They all stated that they found the process helpful. The service users described the arrangements made by the home for them to visit and meet with staff and other service users before making their decisions about coming to live at The Branches. They confirmed that they found these visits very helpful in allaying their anxieties about going into care thus making their move into a care home a positive experience. The Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service users care plans provide detailed action plan on meeting the needs of the service. This ensures that staff carry out care tasks in a consistent manner for the benefit of the service users. Medication systems are safe and service users receive appropriate medication thus promoting their health and welfare. EVIDENCE: The service users care plans set out their care needs and action plans for meeting their needs. The plans are regularly reviewed and updated to reflect changing care needs and how they will be met. Records show that the healthcare needs of the service users are fully met. The home continues to maintain a record of contacts with healthcare professionals, including GPs, psychiatrist, chiropody service, dentist, optician and other healthcare services. The community nursing service is used to meet the The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 12 healthcare needs of the service users. District nurses and community psychiatric nurses make regular visits to the home to see to individuals who require nursing care input. This ensures that the service users rights to proper healthcare are being safeguarded by the home. The service users confirmed that their healthcare needs are met through these arrangements. The home has a written policy on respect and dignity for service users. Service users confirmed that these policies are adhered to by all the staff. Practices observed during the inspection confirmed the views held by the service users. This has created a sense of empowerment amongst the service users, which was evident in the way that they interacted with the staff. There are suitable arrangements in place for the storage and administration of medicines in the home. All the senior staff have received appropriate training in the safe administration of medicines. The drugs administration system was examined and there were no discrepancies. The health and welfare of the service users are promoted by the good drug administration system operated by the home. The Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. Service users are encouraged and supported to lead active lifestyles based on their preferences, thus promoting their independence and sense of wellbeing. Service users are offered and receive varied, wholesome, nutritious diet. This contributes to their general health and wellbeing. EVIDENCE: The care needs of the service users are clearly identified in the care plans. In some of the files, the sections on social care contained limited information on the recreational and religious needs. However, there is evidence of service users’ religious and recreational needs being fully met. Service users confirmed that they enjoy the activities organised for them. They also confirmed that they are free to join in social activities if they wish and that they are not made to join in activities if they did not want to. A number of art and craft materials and board games are available for service users to use, which has enhanced the recreational activities for them. In a recent service users satisfaction questionnaire, some service users requested that the length of time for certain social activities should be The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 14 extended to allow more time for them to enjoy the activities. This is an indication of the culture of empowerments fostered by the manager. Four recently admitted service users commented on the opportunities available to them to continue to engage in community activities. One other service user stated that the staff continue to support her to visit her local hairdresser once a week, providing a real sense of control and fulfilment for them. Service users confirmed that their relatives and friends are able to visit at anytime convenient to them and were very appreciative of this level of flexibility. They also confirmed that the daily routines are organised flexibly to take account of individual likes and dislikes. They cited meal times and bed times as examples. The service users stated that although there are set times for meals, they can have their meals at separate times or in their room if they wish. This allows individuals to make choices about some aspects of their routines. A four-week rotational menu remains is operation in the home. The service users commented positively on the quality and quantity of the meals provided. Examination of past menus indicate that the home provides wholesome and nutritious meals for the service users thus promoting good health. The Branches DS0000000244.V302894.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 inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 17, 18. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The home has a clear and easy to understand complaints policy, which is accessible to the service users and relatives. This provides the opportunity for individuals or relatives to raise concerns and in so doing exercise their rights. Suitable arrangements are in place, which ensure that service users are protected from all forms of abuse and to protect their rights. EVIDENCE: The home continues to have in place a satisfactory policy and procedural guidance on abuse. Staff confirmed that they are aware of how to instigate the ‘Whistle Blowing’ policy should this become necessary. The service user guide and statement of purpose have summaries of the complaints procedure. Copies of these are available to service users and their relatives and therefore provide the opportunity for them to complain if they wish. It also reassures service users and their relatives that any concerns or complaints would be treated seriously with the view to safeguarding the welfare of the service users. Suitable training on POVA has been provided for the majority of the staff working in the home. The staff who were spoken with showed understanding of the POVA procedures and also showed an awareness of the need to protection service users from all forms of abuse, thus promoting the welfare of the service users. The Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 21, 20, 25, 26. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The home provides accommodation of a good standard. It is a safe, clean and comfortable environment, and promotes the service users’ privacy, independence and welfare. EVIDENCE: The home was designed to accommodate older people, some of whom may have mobility problems. There is good access into and around all areas of the home. There are also specialist bathing facilities and shower rooms which supports the care provided. However, it was noticed that one of the assisted bathrooms on the first floor is temporary being used as a storage facility. This has rendered the bathroom unusable and therefore reduces the bath facilities available to the service users. A suitable storage location should be used to ensure that the bathroom is freely available to the service users at all times. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 17 The home is close to local shops, other amenities, and to local transport routes. These provide the opportunity for service users to continue to exercise their independence and choice. Heating and lighting in individual bedrooms was adequate at the time of the inspection. The type of heating system installed is of the kind that allows individuals to control the room temperature to suit personal preferences. Some service users spoke about the opportunity this offers her in ensuring that they maintain the room temperature that suits them. Individual rooms have good ventilation and natural lighting, ensuring a comfortable living space for the service users. Window restrictors have been fixed to all windows and all radiators have suitable covering. Checks of hot water at randomly selected bathing outlets confirmed that hot water did not exceed 43°c. thus protecting the service from accidental injuries. The home has written policies and procedures relating to safe handling of hazardous materials for staff to follow. The manager indicated that staff have had training in health and safety, infection control and food hygiene. At the time of the inspection the home was noted to be clean and free from offensive odour. This enhances the self-esteem of the people who live there. The laundry machines have facilities for sluicing and washing foul linen at very high temperature to avoid the spread of infection, thus protecting the service users from harm. The above safety measures, practices and policies ensure that service users live in safe and comfortable environment. The kitchen was clean and all cookers and cooking utensils were clean and well maintained, thus promoting the welfare of the service user. The Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The home provides sufficient staffing which meet the needs of the service users. Suitable arrangements for staff training and supervision are in place, which ensures that staff are reasonably equipped to provide a good quality service that benefits the service users. EVIDENCE: Past staff rotas indicate that the home consistently maintains adequate staffing levels and these meet the needs of the service users. The rotas also show that there had been times when extra staffing were provided in order to escort service users to attend hospital appointments. Service users confirmed that there is always sufficient staff on duty to met their care needs. The staff training records included moving and handling, first aid, protection of vulnerable adults, health and safety, fire safety, food hygiene and nutrition. The staff who were interviewed confirmed the training they had received and felt that this had equipped them to do their jobs better. Service users commented that the staff are properly trained and therefore are able to provide them with good quality care. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 19 The home’s recruitment procedures ensure further protection of service users from possible abuse by applicants who would be deemed as unsuitable to work with vulnerable people. Examination of staff records showed that the manager had consistently adhered to the policy on recruitment, thus protecting the service users from possible abuse. There is a commitment by the provider to train the all care staff to NVQ Level 2 or above. Staff who have already acquired this training indicated that NVQ training had equipped them to provide better care for the service users. They also indicated that the training had boosted their confidence and are therefore confident in their care practices for the benefit of the service users. The Branches DS0000000244.V302894.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 at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36, 38. Quality in this outcome area is good. This judgement has been made from evidence gathered both during and before the visit to this service. The management approach in the home is geared towards involving service users in some aspects of the running of the home and also in the way they are looked after. This has created a sense of empowerment with the service users and has enhanced their self-esteem. The system for managing the service users monies is good and protects them from financial abuse. The detailed organisational policies and procedures on health safety and welfare are adhered to by the staff, which protects the welfare of the service users. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 21 Staff receive regular supervision from the manager. These arrangements are perceived by staff as beneficial in developing their skills for the benefit of the service users. EVIDENCE: The manager has long experience of working in a care home and has had extensive management experience in care settings. She has acquired the registered managers award. This training has further enhanced her skills for the benefit of the service and the service users. The staff described the manager as efficient and indicated that she runs the service for the benefit of the service users and has positive relations with the staff. Similar comments were also made by the service users. Service users described how the staff regularly consult with them about issues relating to their care. They confirmed that this gave them a sense of empowerment and respect for the rights to be consulted in matters relating to them. All staff receive regular supervision from the manager. Staff confirmed that this has enhanced their skills and confidence and enable them to provide good quality care for the service users in their care. The home has detailed Health and Safety policies. These cover policy areas such as fire prevention and Care of Substances Hazardous to Health (COSHH). The manager stated that staff have had training in food hygiene, fire precaution and first aid. Such training has ensured that the health and safety of the service users and the staff are assured. All portable appliances have been tested. A record is maintained of monthly water temperature tests in the home. There is evidence of regular servicing of fire equipment, gas and electrical appliances being carried out by the Company. All the servicing records that were examined were up to date. These included fire fighting equipments, servicing of hoists, lift servicing, water treatment, electrical installation and gas servicing. Up to date servicing and maintenance of these services and equipments ensure a safe environment for the service users and the staff who work there. A record is maintained for those service users for whom the home handles their personal allowances. The details indicate that the service users monies are safe and managed well, thus preventing any possible financial abuse. The Branches DS0000000244.V302894.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 2 X 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 3 3 2 X X X 3 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 3 X 3 The Branches DS0000000244.V302894.R01.S.doc Version 5.2 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 Standard OP1 OP29 Regulation 5(1)(d) 19(1)(c) Requirement Timescale for action 01/09/06 The service user guide must include a copy of the most recent inspection report. The home’s job application form 10/01/07 must be reviewed and amended to provide details of employment history, which would help the manager to identify any gaps in employment. The reference request form must also be reviewed to provide better information about the referee. RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP21 Good Practice Recommendations A suitable storage space should be identified to avoid the service users bathroom being used as storage area. The Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection South of Tyne Area Office Baltic House Port of Tyne Tyne Dock South Shields NE34 9PT National Enquiry Line: 0845 015 0120 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 Branches DS0000000244.V302894.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!