Inspection on 29/11/05 for The Laurels

This inspection was carried out on 29th November 2005.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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 Laurels 03/07/07

The Laurels 26/07/06

The Laurels 24/05/05

The Laurels 16/11/04

The Laurels 08/06/04

Similar services:

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

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

CARE HOMES FOR OLDER PEOPLE The Laurels 43 Salisbury Road Harrow Middlesex HA1 1NU Lead Inspector Judith Brindle Announced Inspection 29th November 2005 08:55 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 Laurels DS0000017546.V260818.R01.S.doc Version 5.0 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 Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service The Laurels Address 43 Salisbury Road Harrow Middlesex HA1 1NU 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) 020 8861 4320 Mrs Bernadette Mitchell Mrs Bernadette Mitchell Care Home 6 Category(ies) of Old age, not falling within any other category registration, with number (6) of places The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. No person who cannot without significant assistance ascend or descend stairs shall reside on the first floor of the home. 24th May 2005 Date of last inspection Brief Description of the Service: The Laurels is a care home providing personal care and accommodation for up to 6 older people. The care home is located in central Harrow, within a few minutes walk or drive from a variety of shops, banks, restaurants, a park and other amenities including public transport facilities located within Harrow. Mrs B Mitchell owns the care home, and is also the registered manager. The home was first registered in 1993. The building is a semi-detached house located on a quiet residential road near the centre of Harrow. The home is in keeping with other houses within the area. The home has four single rooms, and one shared room. One of the single rooms has en-suite facilities. Three rooms are located on the first floor, and two bedrooms are situated on the ground floor. The home has an enclosed, accessible, and well-maintained garden. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The announced inspection took place throughout 5.5 hours during the day in November 2005. There was one vacancy at the time of the inspection. The inspector was pleased to meet, and speak with the five residents, and also the staff on duty. The inspection included a tour of the premises, inspection of resident’s care plans, and inspection of a number of other records. The inspector spent a significant part of the inspection talking with the residents, and observing their interaction with staff. The registered manager/proprietor was present during the inspection. The registered person supplied the inspector with all requested pre inspection information and documentation prior to the announced inspection. Staff were very welcoming, and kindly provided all the information, and documentation requested by the inspector during the inspection. Feedback received by the Commission for Social Care Inspection about the service included recorded comment cards from residents, relatives, and regular visitors to the care home. There was a total of 9 comment cards and one letter received by the Commission, prior and following the announced inspection. The inspector thanks those who took the time to supply this information and documentation. All the feedback received was very positive about the service provision. 21 National Minimum Standards for Older Persons were inspected. All the requirements except for two from the previous inspection had been met. The Commission for Social Care inspection report from that unannounced inspection was easily accessible within the home. The notice of inspection was displayed. What the service does well: The home is located close to central Harrow; so within access of a variety of amenities, and public transport facilities. The registered manager/provider has worked hard to meet the inspection requirements from the previous inspection. The care home has ‘homely’ features, and is very clean. Residents spoke of the staff being caring, and of being very satisfied with the service provided. Staff have a good knowledge and understanding of resident’s needs, and were observed to be very sensitive and respectful to residents needs during the unannounced inspection. Staff were very supportive of the particular sensory needs residents. Care plans are comprehensive, accessible, and up to date, and regularly reviewed. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 6 Policies and procedures are regularly reviewed. Feedback from residents about the food served was that the meals were very good and that the portions provided were ample. What has improved since the last inspection? 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 Laurels DS0000017546.V260818.R01.S.doc Version 5.0 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 Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 2,3 and 5 Residents are provided with a statement of terms and conditions in regard to the service provided. Residents receive an assessment of their needs prior to moving into the care home, to ensure that the care home can meet the person’s needs. Prospective residents, and their relatives (and friends) have an opportunity to visit the care home several times to assess the quality of the service, prior to the persons admission to the care home. EVIDENCE: The three care plans inspected all included documentation in regard to statement of terms and conditions signed by the resident, (and/or significant other) and the registered provider/manager. This statement of terms and conditions information included a record of the fees payable. Most residents have lived in the care home for several years. Records of a resident recently admitted to the care home were inspected, and confirmed that an assessment of the resident’s needs had been carried out by the registered person, and that this assessment had been further developed during The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 9 the trial period. This documentation had been further developed to form a plan of care. The three care plans inspected recorded manual handling assessment, falls risk assessment, pressure area risk assessment, assessment of physical health needs, mental health needs, orientation, communication needs, social needs, and personal care needs. This assessment information/documentation was easily accessible to staff, and staff who kindly spoke with the inspector had knowledge and understanding of residents individual assessed needs. Records confirmed that these assessed needs were reviewed. A resident who kindly spoke with the inspector confirmed that she had visited the care home, with family members several times prior to admission to the care home, and that she had made the choice to live in the care home. She spoke of talking with residents, and staff during the pre-admission visits. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 7, 8 and 9 Arrangements are in place to ensure that resident’s health, and personal care needs are met. Medication is stored and administered safely. EVIDENCE: All the residents have a care plan. The care plans inspected generally recorded comprehensive assessment of individual needs, and the staff action to meet those assessed needs. Assessment included personal care needs, eating and drinking, mobility, sleep pattern, and communication needs. The care plans showed evidence of being regularly reviewed, which was generally on a monthly basis. Assessments are recorded in regard to moving and handling, falls and pressure sore risk; corresponding individual plans of care are in place based on these assessments, which record evidence of being regularly reviewed. Records confirmed that resident’s health needs are met. Residents have access to hospital appointments, chiropody appointments, dental and optician care and treatment. The manager reported that the optician was visiting the care home during the afternoon of the announced inspection. Visits by the The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 11 community nurse and the GP were documented, and recent appointments when residents had received flu vaccinations were recorded. The registered manager confirmed that a resident who had hearing sensory needs had been referred for an audiology check. Other residents had appropriate hearing aids in place, and staff were observed to have knowledge and understanding of a residents specialist visual needs. Resident’s weights are monitored. Talking to residents, and general observation confirmed that resident’s privacy, and dignity is maintained during any assistance by staff with resident’s personal care needs. Medication is stored securely. Medication administration recorded confirmed no gaps in recording. Staff have recently received medication management training. Requirements from the Commission for Social Care Inspection pharmacist inspection were judged to have been met. The registered person needs to ensure that the content of any ‘in house’ medication training that she provides for staff within the care home needs to be clearly documented, to ensure that staff have knowledge and understanding of all the health and safety aspects of medication storage, and medication administration to residents. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 12 and 15 Activities for people living in the care home take place, and there has been progress in the provision and choice of them. Meals provided are varied and wholesome. EVIDENCE: Since the previous inspection, staff have significantly developed the number and choice of activities provided. Records informed the inspector that there was a weekly activity programme. Residents spoke of activities that they had participated in and had enjoyed. During the announced inspection residents did knitting, read the newspaper, went out for a walk with staff (one resident went out independently), listened to the radio, watched television, and were involved in an art activity session, making Christmas cards. A resident spoke of the numerous clubs that she attended, and of visits to stay with relatives. Another was writing a story during the inspection. Residents spoke positively of the care home, and of the choice of activities provided. A hairdresser regularly visits the care home. A resident reported that she had recently had her ‘hair done’. Residents confirmed that contact with relatives, friends, and significant others is encouraged and supported by the service. A resident spoke on the telephone to relatives during the inspection, and kindly showed the inspector the telephone that she had in her room. Another resident reported that she The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 13 had recently been out to lunch with a relative. Records, residents and staff informed the inspector that staff had knowledge and understanding of individual residents social and activity needs. The menu was available for inspection. This recorded varied and wholesome meals. Residents spoke highly of the meals provided. Records confirmed that residents with nutritional needs and specialist medical needs had recorded staff guidance to meet those needs, which included regular monitoring of their weight. Residents were offered choice in what they wished to eat at breakfast. The lunch provided during the inspection was judged as nutritious and healthy. Residents spoke positively of the lunch provided. Lunch during the announced inspection was a very social occasion, with residents chatting amongst themselves, and with staff during the meal and for sometime following it. The meals provided were unhurried, and several drinks were offered to residents throughout the announced inspection. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 18 Residents are protected from abuse. Systems are in place in regard to the responding to any suspicion or allegation of abuse. EVIDENCE: The care home has appropriate policies, and procedures for responding to any suspicion or allegation of abuse. There is also a whistle blowing policy, and anti-harassment policy. Staff who spoke with the inspector had knowledge, and understanding of reporting and recording procedures in regard to suspicion of abuse. The registered manager has received protection of vulnerable adults training. Three staff personnel records were inspected, and one of these confirmed that a staff member had received abuse awareness training; another staff member had received some ‘in house’ training in regard to elder abuse. Training for care staff in regard to abuse awareness was discussed with the registered manager, and information in regard to some Local Authority protection of vulnerable adults training was provided to the registered person by the inspector. All care staff should receive training in abuse awareness. Since the previous inspection the registered person has developed recording procedures in regard to residents’ finances. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 15 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): Standard 19, 21, 23 and 26 Residents live in a safe, well maintained environment. Toilet and washing facilities are provided to meet the needs of residents; this could be further developed by the provision of a ‘walk in’ bath facility. Resident’s bedrooms are personalised, and suit their needs. The service users are provided with clean comfortable and safe surroundings. EVIDENCE: The care home is located within a few minutes’ drive or walk from central Harrow. Train and bus public transport facilities are located in central Harrow. The inspection included a tour of the premises. The home is well maintained, and very clean. The registered person confirmed that a new ‘walk in’ bath facility would be developed in the New Year. This is recommended. All bathroom and toilet facilities inspected were clean, and well maintained. There is a toilet facility located near the sitting/dining room. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 16 Residents’ bedrooms showed evidence of personalisation. Residents spoke positively about their bedrooms. Two residents kindly let the inspector see their rooms. They reported that they were very happy with their rooms. A resident showed the inspector some photographs, pictures, and ornaments that were displayed in her room. She reported that she had had a new carpet, shelves put up, and the room redecorated. The care home is centrally heated, well lit, and felt warm during the inspection. The home was very clean and odour free. Residents were observed to freely access their own rooms and the communal areas of the care home. Residents spoke of enjoying the garden facility particularly in the summer months. Laundry facilities are located away from food storage, and food preparation areas. Hand washing facilities are accessible throughout the care home. An inspection from Environmental Health Officer took place in 2004 and the premises were satisfactory. Records inspected confirmed that staff had received infection control training in 2005. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 17 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): Standard 27, 28,29 and 30 Arrangements are in place to ensure that appropriate numbers, and skill mix of staff meet resident’s needs. Residents are generally supported and protected by the care home’s recruitment practices. There needs to be some development in ensuring that all recruitment records are in place. Staff are appropriately trained to have the knowledge, and understanding in regard to meeting the needs of the people living within the care home. EVIDENCE: There were two care staff on duty, and the registered manager/provider during the inspection. Records confirmed that there were two on duty during the day, and one staff on duty at night. Residents who kindly spoke with the inspector commented that staff were ‘kind’ and ‘helpful’. The care home has a policy/procedure in regard to staff conduct. Records informed the inspector that staff completed an induction programme. Staff spoke of particular support given by the manager in providing information to ensure that they gain knowledge, and understanding of the needs of people living within the care home. Records included in the pre inspection documentation informed the inspector that three staff had completed an NVQ 2 care course. A staff member reported that she was in the process of completing an NVQ level 2 care training course. Three staff personnel records were inspected. This record keeping has improved since the last inspection, but there was some required information not accessible during the inspection. There was not a record of a Criminal The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 18 Records Bureau check in regard to a staff member who has worked in the care home for some years. The registered manager informed the inspector that this was in the process of being applied for. There needs to be evidence of a satisfactory Criminal Records Bureau check for all staff. One staff personnel file needs evidence of recorded references. Records confirmed that staff had a statement of terms and conditions of employment. Records and staff informed the inspector that they received a staff induction programme. Staff have an individual training record and these records confirmed that staff had received training appropriate for their role and responsibilities. This training included, food and hygiene training, infection control, manual handling, continence training, basic first aid training, and protection of vulnerable adults training. Staff meetings were recorded. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 19 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): Standard 31,33, 36 and 38 Residents live in a home, which is managed by an experienced, caring, and competent manager. There needs to be further development in systems for monitoring the quality of the service provided to residents. There needs to be arrangements for staff to receive formal supervision, so that they have knowledge and understanding of all aspects of practice in regard to the provision of care, and support to residents. The health, safety and welfare of residents and staff are promoted and protected. EVIDENCE: The registered manager/provider has managed the care home for several years. She is experienced and competent in providing a quality service, which meet the care and support needs of residents. Residents spoke highly of the manager, and were very positive about the care provided. The registered manager, and the staff team were judged to have a good understanding of the needs of all the residents, and were observed to be particularly respectful, The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 20 caring, and sensitive in regard to meeting the care, and support needs of residents. The registered manager informed the inspector that she had recently achieved completing NVQ level 4 in management. The manager spoke of training that she had participated in to ensure that her skills were maintained and updated. Quality assurance monitoring systems were discussed with the registered manager. Records and the manager informed the inspector that the manager had formulated draft questionnaires for residents, and their relatives (significant others) to complete. These should be provided to the residents and relatives/friends. Policies and procedures, risk assessments, and care plan documentation recorded evidence of having been regularly reviewed. The manager spoke of plans to complete an annual ‘review’ development plan in regard to the service. This needs to be actioned by the registered person and a copy of the documentation supplied to the Commission for Social Care Inspection. Residents should have the opportunity to participate in regular resident meetings, and minutes of these meetings should be recorded. The home has a staff supervision policy. Staff spoke of on-going informal supervision provided by the registered manager. The manager reported that she was in the process of developing a format, and agenda for the recording and provision of ‘one to one’ formal staff supervision. This needs to be in place. Records confirmed that required fire safety, and electrical checks are carried out. The last recorded visit from the London Fire Service (LFEPA) took place on 18/11/05. Records informed the inspector that staff had received ‘inhouse’ fire training. The care home has a risk assessment in regard to radiators, this recorded evidence of having been regularly reviewed. Staff accidents need to be recorded in a manner that meets Data Protection Act 1998. This was a previous requirement. Recording of residents’ accidents should be recorded in a similar way. Regular health and safety checks of the environment are carried out, and health and safety risk assessments are recorded. The hoist equipment has been recently serviced. A Legionnaires check of the water system was carried out 1/10/05. The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 21 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 X 2 3 X 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 X 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 X 14 X 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 X 17 X 18 3 3 X 3 X 3 X X 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 2 X X 2 X 2 The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 22 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 OP9 Regulation 13(2)(4) Requirement The registered person needs to ensure that the content of any ‘in house’ medication training that she provides for staff in regard to the administration and storage of medication within the care home needs to be documented. • There needs to be evidence of a satisfactory Criminal Records Bureau check for all staff. • One staff personnel file needs evidence of recorded references. An annual development plan in regard to the service needs to be actioned by the registered person and a copy of the documentation supplied to the Commission for Social Care Inspection. The registered person needs to ensure that there is a system in place for the recording and provision of ‘one to one’ formal staff supervision. Staff accidents need to be recorded in a manner that meets DS0000017546.V260818.R01.S.doc Timescale for action 01/03/06 2 OP29 12,13(4) (6) 19 01/02/06 3 OP33 24 01/03/06 4 OP36 18(2) 01/03/06 5 OP38 17 01/04/06 The Laurels Version 5.0 Page 23 requirements of the Data Protection Act 1998. Previous timescale 01/08/05 not met. 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 Refer to Standard OP18 OP21 OP33 Good Practice Recommendations All care staff should receive training in abuse awareness. The walk in bathing facility should be actioned by the registered person. • Questionnaires for residents and their relatives (significant others) to complete in regard to their views of the service should be provided to the residents and their relatives/friends. • Residents should have the opportunity to participate in regular resident meetings, and minutes of these meetings should be recorded. Recording of residents’ accidents should be recorded in a manner that respects their privacy. 4 OP38 The Laurels DS0000017546.V260818.R01.S.doc Version 5.0 Page 24 Commission for Social Care Inspection Harrow Area office Fourth Floor Aspect Gate 166 College Road Harrow HA1 1BH 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. 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