Inspection on 02/05/07 for The Grove Residential Home

This inspection was carried out on 2nd May 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 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 Grove Residential Home 08/05/06

The Grove Residential Home 18/01/06

The Grove Residential Home 08/09/05

The Grove Residential Home 21/03/05

The Grove Residential Home 18/01/05

Similar services:

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

Carlton Care Home

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

CARE HOMES FOR OLDER PEOPLE The Grove Residential Home 14 Church Road Skellingthorpe Lincoln Lincolnshire LN6 5UW Lead Inspector Wendy Taylor Key Unannounced Inspection 2nd May 2007 09:00 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 Grove Residential Home DS0000060330.V335577.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 Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Grove Residential Home Address 14 Church Road Skellingthorpe Lincoln Lincolnshire LN6 5UW 01902 737170 01522 698586 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) None Guardian Care Homes (UK) Limited Karen Aslin Care Home 25 Category(ies) of Dementia - over 65 years of age (25), Old age, registration, with number not falling within any other category (25), of places Physical disability (1) The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The home is registered to provide personal care for service users of both sexes whose primary needs fall within the following categories: OP: Old Age, not falling within any other category - 25 DE(E): Dementia, 65 Years of Age and over - 25 PD: Physical Disability, under age of 65 years - 1 The maximum number of service users to be accommodated at The Grove Residential Home is 25. 8th May 2006 2. Date of last inspection Brief Description of the Service: The Grove, which is owned by Guardian Care, is a two storey, Grade II listed country house, with a single storey extension, situated on the outskirts of Lincoln. Local facilities, including the parish church and village shops, are within walking distance of the home. The home is registered to provide personal care for up to twenty-five residents over the age of 65 years, some of who may have dementia. On the day of the inspection 18 people were living at the home. The residents are housed in thirteen single rooms, of which one is en-suite, and six shared rooms. Communally, there are two lounges, a dining room, three bathrooms, one shower-room and seven toilets. The grounds are maintained to provide a tranquil outdoor area and there are ample car parking facilities. The statement of purpose and service user guide, which give residents information about the home, are readily available to them and their families. The statement of purpose states that ‘we aim to provide a comfortable, homely environment in which care is provided by skilled staff to a standard that is acceptable and desirable’. The registered manager said that the current fees range from £348 to £458. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This key unannounced inspection took place during May 2007 and the visit to the home was carried out over approximately 7 hours on one day. This is the second visit to the home in a year, the first of which took place in September 2006. Outcomes from the visit will be referred to in this report. The care received by three residents was followed in detail. Residents spoke about the experience of living at the home; and their personal records, general house records and staff records were looked at. Relatives, staff and the registered manager were spoken to and the care being provided was observed. Information already held by the commission was also used as part of the inspection process. Residents said that they are happy living at the home, and staff said it is a lovely home to work in. Other comments made by residents and staff during the visit can be seen in the main body of the report. What the service does well: What has improved since the last inspection? Since the last visit there have been lots of improvements to the environment. The registered managers office has been converted into a second lounge and the new office is located nearer to the main communal areas. There is new furniture in both lounges and many areas have been redecorated and had new carpets fitted. Health and safety issues have also been addressed such as the fitting of window restrictors, and the provision of new hoisting equipment. New fencing has been put up around the garden areas so that residents can use the space with increased safety; and a new keypad entry system and door alarms have been fitted, again in the interests of residents’ safety. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 6 Staff now receive regular, recorded supervision sessions, which helps them to develop their skills and express their views. A ‘tuck shop’ has been introduced for residents so that they can buy items such as toiletries and sweets. 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 Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 5, 6, Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents have enough information to make a choice about where to live; and they are assured that their needs can be met by way of a comprehensive assessment. EVIDENCE: An up to date statement of purpose and service user guide are in place. The statement of purpose is located in the entrance hall, and a copy of the service user guide is kept in each bedroom for residents and/or their representatives to refer to. Residents and their families said that they had plenty of information about the home, and had the chance to look around. Assessments are in place for residents, which cover needs such as routine preferences, medical history, personal care, memory and leisure pursuits. There are also social assessments in place which cover things that the resident The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 9 liked to do before admission, including their likes and dislikes for foods and drinks. Residents said that were involved in their assessment and they or their representatives have signed the documents to indicate this. Welcome baskets, which contain items such as toiletries and hairbrushes, are placed in bedrooms ready for new residents; and care plans refer to helping the new resident to settle into the home. Contracts and terms and conditions for the placement are kept in individual files. There are policies and procedures available relating to referrals and admissions. The home does not offer an intermediate care service. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents’ benefit from individualised care plans, and their personal and healthcare needs are met in a respectful and supportive manner. EVIDENCE: Core care plans are in place, which are individualised for each resident’s needs. The plans cross reference with assessments and cover needs such as social isolation, memory loss, mobility, nutrition and personal hygiene. There are oral hygiene trigger sheets, and the plans also refer to maintaining the privacy and dignity of the resident. Residents and/or their representatives sign to say that they agree with their care plans, and they said that they knew about their plans. One resident said that the registered manager speaks to them ‘every so often’ about their plan to see if they are happy with it. There is evidence that care plans are reviewed at least monthly, and also audited by the registered manager on a regular basis. Policies are in place for issues such as accidents, medication administration, continence and first aid. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 11 Records are available about visits to or from care professionals such as GP’s, District Nurses and Social Workers. There are also records to show that residents have access to services such as chiropody and opticians. Residents said that they are able to see their GP whenever they need to, and staff always check to see if they feeling well. They also said that staff respond to call bells quickly. Staff were observed to knock on doors before entering; speaking to residents in private about their needs, and maintaining residents dignity, for example, speaking clearly and respectfully to those who have hearing difficulties. They also explained, in a very respectful manner, to visitors and other residents how to support residents with hearing difficulties. Residents said that staff always make sure that they help them with their needs in private and described the use of curtains and closing doors. They said that staff are very respectful towards them; they address them by the names they prefer, and they receive their mail unopened in a timely manner. On the day of the visit medication records were completed appropriately, and medicines were stored and administered in accordance with policies and procedures. Staff used good infection control practices throughout the administration process, such as wearing gloves and aprons where appropriate and hand washing. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are able to make choices and decisions about what they want to do in their daily lives, and have access to a range of social and leisure pursuits. They have a varied and balanced diet but would benefit from increased access to the menu and information about the choices available to them. EVIDENCE: Residents said that they are able to make choices about what they do on a daily basis, such as what activity they join in with, what time they eat their meals, when they go to be or get up and where they want to spend their time. One resident described the arrangements made for her to have her lunch later on a Sunday so that she can go to church services, and another said that she prefers to eat to her own and she is able to do this. On the day of the visit residents were observed being encouraged by staff to join in activities but also having their wishes not to join in respected. A resident described individual activity sessions with the activity co-ordinator, as they do not like larger groups. Another resident was being individually The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 13 supported to make a birthday card. Residents were also being supported to join in with games, go for walks at their request and use the gardens. The activity co-ordinator has introduced a ‘tuck shop’ at which residents can buy things such as toiletries and sweets, and this was in use during the visit. The activity programme and pre inspection information shows that activities such as baking, bingo, Over 60’s club and musical evenings are also on offer to residents. Records show what the residents have joined in with and how they enjoyed the activity. Visiting arrangements are clearly displayed in the entrance hall and refer to the ‘open door’ policy. Visitors were welcomed into the home and offered refreshments by staff. Residents described how staff help them to go to their favoured churches, use local shops and visit their relatives. Care plans refer to encouraging family support and interaction. Policies are in place for food safety and nutrition. Menus are balanced and varied although they do not show the range of alternatives that are available. Menus are displayed in the dinning room but some residents said that they are not always able to remember what is on the board. The registered manager said that the menus are based on the likes and dislikes of residents, and residents confirmed this during discussion. They described asking for cooked breakfasts, specific soups and sandwich fillings, and having particular dietary needs; all of which they said are readily accommodated by the staff. They said that food is of a good quality, and meat and vegetables are ‘cooked properly’. A mealtime was observed to be relaxed and comfortable in atmosphere. One resident was provided with an alternative meal as they decided they did not want what was on the menu. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16, 18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. A knowledgeable staff team, clear record keeping and a range of policies and procedures within the home protect residents. However, residents are at risk if policies and procedures are not followed consistently by the provider. EVIDENCE: Pre inspection information shows that there are policies available for whistle blowing, concerns and complaints, safeguarding adults and risk assessing. The information also shows that there have been no complaints made about the service since the previous visit. The complaints procedure is clearly displayed in the entrance hall, and is also available in the service user guide, a copy of which is kept in each bedroom. Residents and relatives said that they would speak to the staff or the registered manager if they had a complaint, but they have never had to do so. The registered manager said that no one is using formal advocacy services at present, and there is no information in the home to tell people about those services. Since the last visit, one safeguarding adult referral has been made, which a subsequent Local Authority investigation found to be unsubstantiated. Records show that the registered manager took the appropriate action in response to the situation, however other managers, on behalf of the provider organisation, began investigations prior to any decisions being made by the Local Authority. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 15 During discussions on the day of the visit, staff demonstrated a clear understanding of safeguarding adult procedures, and records show that they have received training in the subject. Risk assessments are in place for needs such as mobility, pressure area care, use of bed rails and nutrition. Records show that the assessments are reviewed on a monthly basis and amended where necessary. Residents said that they feel safe living at the home and they can rely on staff to help them. The Grove Residential Home DS0000060330.V335577.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): 19, 22, 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents enjoy a generally comfortable and pleasant environment, which meets their wishes and needs. EVIDENCE: During the previous visit to the home it was identified that improvements were needed to the décor in communal areas, moving and handling equipment, décor and ventilation in the kitchen area, and safety of sash windows. Whilst some progress had been made towards resolving these issues, two separate timescales for action had not been met. During this visit there was evidence of redecoration and new carpets in many of the bedrooms, a new carpet has been fitted in the downstairs corridors and a new bath hoist has been fitted in the upstairs bathroom. Redecoration has The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 17 also been completed in the upstairs bathroom. Restrictors have been fitted to sash windows, except where one resident did not wish this to be done and a risk assessment has been completed with the resident in regard to this. Furniture in both lounge areas has also been renewed, and records show that all hoists are in working order and serviced regularly. Substances that are hazardous to health were stored appropriately. In response to a recent variation to registration categories (see Standards 3138), a keypad entry system has been fitted to the main entrance door, and alert alarms have been fitted to other external doors. A boundary fence has also been fitted in the gardens so that residents can safely use the areas. On the day of the inspection the building was very clean and tidy, and the gardens and grounds were also tidy and well kept. Although some communal parts of the home are still in need of redecoration, the registered manager described an on-going maintenance programme, and one resident said that they are having their bedroom redecorated in the near future. Other residents said that they were comfortable living at the home and they thought it was decorated nicely. The registered manager said that she has no clear plans from the provider to make improvements to the kitchen environment and facilities. Staff said that, for example, it could be uncomfortable to work in the kitchen, as the ventilation is not adequate. The registered manager said that she would discuss the issues with the local Environmental Health Officer and liaise with the service provider. The Grove Residential Home DS0000060330.V335577.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): 27, 28, 29, 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are supported by a well-trained and knowledgeable staff team. EVIDENCE: Pre inspection information shows that there are policies in place for subjects such as recruitment, grievances and disciplinary actions. This information, and records held at the home show that staff receive training in subjects such as first aid, oral hygiene awareness, challenging behaviour, fire safety, safeguarding adults, administration of medicines and dementia awareness. There is also training planned for dementia care, health and safety, infection control, anger management and food hygiene. Records show that the registered manager carries out a monthly audit of training that has been completed, which helps to identify any gaps. Staff have access to training courses, which lead to nationally recognised care qualifications, and there is evidence in records that they undertake a nationally recognised induction programme. Staff said that they are allocated a mentor for their induction period and they are well supported by colleagues. They said that there is good teamwork in the home and they try to maintain a family like atmosphere. The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 19 The staff demonstrated a very clear and detailed knowledge of residents needs, both during discussions with them and through observations of their practice. Residents said that staff ‘know what they’re doing’ and they respond to their requests quickly. Staff said that they felt that they were able to meet the needs of current residents, however the provider’s arrangements for covering staff absence at short notice mean that at times some staff work long hours. For example, on the day of the visit the registered manager worked on as care staff for part of the afternoon shift due to sickness and rotas show that she has worked night shifts also to cover sickness. During discussion, the registered manager said that she would closely monitor the amount of hours staff work and liaise with the provider. Staff recruitment records contain criminal record bureau checks, application forms and proof of identity; and all but one file for a staff member recruited before the registered manager took up post contained two references. The registered manager took immediate action to rectify the issue and since the visit has confirmed that the references have been received. The Grove Residential Home DS0000060330.V335577.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): 31, 33, 35, 36, 37, 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is well managed and systems protect the health, safety and welfare of residents. EVIDENCE: Since the previous visit, the current manager has become registered with the commission. She has worked at the home in a care worker capacity for several years before becoming manager. She is due to commence training for the Registered Managers Award, and she has recently commenced a training course about dementia care. Staff and residents said that she is approachable and supportive. Since the last visit she has made sure that outstanding The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 21 requirements have been met. During discussions staff said that they receive regular supervision and records are available to support this. Since the last visit, an application to be able to provide care within the home to people who have a dementia has been approved by the commission. The registered manager has implemented appropriate staff training and changes to the environment as a result of this variation to the conditions. Records show that resident, staff and family and friends satisfaction surveys are carried out regularly. Feedback from the most recent surveys is generally positive; a resident said that the registered manager has addressed an issue raised about laundry. There is evidence in records to show that audits are carried out for issues such as infection control systems, general health and safety, medication and the kitchen area. There are minutes of staff meetings available, but the registered manager said that they have not held meetings for residents. Risk assessments are in place for subjects such as fire safety, waste disposal, use of electrical equipment, use of bed rails, use of the gardens and grounds, and use of window restrictors. There are information sheets available about substances that are hazardous to health; and records show that fire safety checks are regularly carried out. Pre inspection information shows that there are policies in place for issues such as quality assurance, emergencies and crises, equal opportunities, fire safety, health and safety, resident’s finances and record keeping. Personal money kept within the home on behalf of residents is securely stored, and records show what amounts have been spent and when. On the day of the visit records tallied with the money held. The Grove Residential Home DS0000060330.V335577.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 3 3 3 X 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 X 18 2 2 X X 3 X X X 3 STAFFING Standard No Score 27 2 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 3 3 3 The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 23 No 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. 1. Standard OP18 Regulation 13 (6) Requirement All of the organisations personnel, who have a management responsibility for the home must be aware of the local policies and procedures in relation to safeguarding adults, so that residents are fully protected by the processes. Timescale for action 09/07/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. Refer to Standard OP15 OP16 OP33 OP33 Good Practice Recommendations It is recommended that menus include the range of alternative meals available to residents; and make the menus more accessible to residents. It is recommended that information about local advocacy services is made available to residents, so that they are able to make a choice of whether to use such services. It is recommended that the actions taken to address issues raised in satisfaction surveys be recorded. It is recommended that residents are offered the DS0000060330.V335577.R01.S.doc Version 5.2 Page 24 The Grove Residential Home opportunity to meet with the manager and/or staff on a regular basis for the purposes of information sharing, and being able to express their views about living at the home The Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Derbyshire Area Office Cardinal Square Nottingham Road Derby DE1 3QT 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 Grove Residential Home DS0000060330.V335577.R01.S.doc Version 5.2 Page 26 - 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!