Inspection on 09/08/06 for The Respite Unit

This inspection was carried out on 9th August 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). 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 no outstanding requirements from the previous inspection report, but made 5 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

The Respite Unit 06/08/07

The Respite Unit 20/02/06

The Respite Unit 31/10/05

The Respite Unit 14/02/05

The Respite Unit 26/07/04

The Respite Unit 02/02/04

Similar services:

Larch Avenue

Alderson Road 12

Cranworth Close Registered Care Home

The Cornerstone

John Street Nursing Home

Pennine Camphill

Muston Road (70)

Grayling

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

CARE HOME ADULTS 18-65 The Respite Unit 82 Batley Road Alverthorpe Wakefield WF2 0AE Lead Inspector Elizabeth Hendry Key Unannounced Inspection 9th August 2006 08:00 The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 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 Respite Unit DS0000034498.V291008.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 Adults 18-65. 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 Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Respite Unit Address 82 Batley Road Alverthorpe Wakefield WF2 0AE 01924 303589 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) Wakefield MDC Care Home 6 Category(ies) of Learning disability (6) registration, with number of places The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. To provide 6 respite care beds for adults with a learning disability. The maximum number of wheel chair users at any one time shall not exceed two. 20th February 2006 Date of last inspection Brief Description of the Service: The Respite Unit, Batley Road, is owned and managed by Wakefield Metropolitan District Council. The home offers accommodation for 6 adults with a Learning Disability (6 respite). A service has been provided by the home for a number of years with the home being part of a broader service providing respite care through the Adult Placement Team and the Local Authority’s Supported Living Scheme. The Respite Unit provides short-term break services to over twenty-five individuals and their families and has a committed and stable staff team. The aim of the Respite Unit is to provide short-term break services that meet the needs of adults with a learning disability. Generally, the short breaks offered range from an overnight stay up to one or two weeks. Occasionally, breaks may be a little longer, depending on the individual needs of the service user and their family. The home is in the heart of the local community with good access by local transport to Wakefield Town Centre. There are a number of local shops close by. Accommodation is on two floors with limited facilities for more physically dependent service users. The home is generally well kept and has an open and friendly atmosphere. The service provider ensures that information about the service is available to prospective service users and the current service users by way of the home’s Statement of Purpose, the Service User Guide and through CSCI inspection reports. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection took place over the course of four hours on an unannounced basis. The acting manager was present throughout the inspection. The inspector met many of the service users currently on respite within the unit, prior to their attendance at local activity and day centres. Six service user questionnaires were sent out, and at the time of writing this report five had been returned. Staff were spoken with and copies of care plans and procedures within the home were examined. The Commission would like to take the opportunity to thank the service users, the manager and support workers for their hospitality and patient co-operation throughout the inspection. There was only one person using the service that remained at the home throughout the full course of the visit. Although this person’s feedback was limited, it was positive, indicating that they were happy using the service and was comfortable about the ways they were supported. It is acknowledged that the acting manager has made good progress in addressing the shortfalls identified at previous inspections, although they have only been in post a short while, marked improvements in staff morale and records are acknowledged by the inspector. The home does not currently have a registered manager. What the service does well: The service provides a comfortable, relaxed and informal environment for up to six service users. Service users are treated with respect and actively involved in the day to day running of the home and making decisions regarding their daily activities and care plans. The work of the staff and the systems operated at the home make sure that people only use the service once their care needs have been assessed and assurances have been given that those assessed needs can be appropriately met. Links with the community are good and this supports people to use community facilities, engage within the community and take part in social and educational opportunities. The current staffing numbers and skill mix of qualified/unqualified staff are The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 6 appropriate to the assessed needs of the service users, the size, layout and purpose of the home. The safety of people at the home is promoted via a good mix of staff with difference experience, skills, abilities and qualifications. The acting manager operates a thorough recruitment procedure based on equal opportunities and ensuring the protection of service users. The acting manager ensures that there is a good staff training and development programme and ensures staff fulfill the aims of the home and meet the changing needs of service users. The health and safety of service users and staff are promoted and protected by satisfactory systems and procedures. 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 Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2 The Quality in this outcome area is good. This judgement is based on evidence gathered both during and before the visit to this service. Service users move into the home following a detailed needs assessment thus ensuring that their needs will be fully met. EVIDENCE: The Acting Manager spoke of the admission process into the home. Social workers undertake an initial needs assessments and then makes a referral to the home, once this referral has been received the application is then taken to a care management panel. The manager of the home is in attendance on this panel to assist in deciding on the most suitable placement. Once a placement has been agreed the manager then conducts an additional assessment, which will form the basis of the service users care plan. This assessment also determines the individual’s suitability to the home against staff competencies and the suitability of the building. Pre admission assessment records examined confirmed this. Of the five service user questionnaires returned to CSCI all indicated that that they were asked if they would like to move into the home and that they received enough information about this home before they moved in for their respite stay. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7 and 9 Quality in this outcome area is good. This judgement is based on evidence gathered both during and before the visit to this service. Service users know that their changing needs and aspirations are accurately reflected within their personal care plans. Service users are encouraged to make decisions regarding their day to day lives. Service users are supported to take measured risks EVIDENCE: Four service user care plans were evidenced, all were found to contain detailed information about support and healthcare needs. The plans have a straightforward approach, concentrating on aspects of daily living. Restrictions are only placed on the residents following an appropriate risk assessment. Three members of staff were spoken with during the inspection, all showed that they have a good understanding of the support and care needs of the service users within there are. Observations made during the visit to the home identified that staff have a good working relationship with service users. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 10 One member of staff spoken with confirmed that they are responsible for supporting service users with their personal hygiene, daily living tasks and social activities. Service user questionnaires returned indicated that they are usually or sometimes encouraged to make decisions about what they do on a daily basis. Throughout the course of the inspection staff were observed working in partnership with service users, promoting independence, showing respect and maintaining their dignity. Staff said that they enable service users to take responsible risks, ensuring they have good information on which to base decisions. They added that risk is assessed prior to admission in discussion with the person and their family. These risk assessments are reviewed as and when required. The records supported this. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12.13.15.16 and 17 Quality in this outcome area is good. This judgement is based on evidence gathered both during and before the visit to this service. Links with community are good and support and enrich service users social and educational opportunities. Service users rights are respected and staff actively encourage residents to take responsibility for their lives and encourage independence. Service users are encouraged to maintain contact with family and friends and participate within their local community. Dietary needs of service users are well catered for with a balanced and varied selection of food available that meets the service users tastes and choices. EVIDENCE: During the inspection, service users were observed getting ready to attend day centres and community based activities. The acting manager spoke of the The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 12 home encouraging all service users to maintain their interests undertaken prior to their stay at the respite unit. One service user spoken with said, “I am staying at the unit today so I can do puzzles and play on the computer, staff were seen assisting this individual to access the units computer and support was provided in an appropriate manner that encouraged the individual to make their own decisions. Within the home there is a wide variety of activities available, these include, music, arts and crafts, watching television and DVD’s, board games, table football, snooker and gardening. The acting manager spoke of service users choosing what to do with their free time, and that at any one time each resident could be doing a completely different activity. Service user questionnaires also indicated that they are able to choose what they would like to do at any time. Day trips to local attractions take place whenever possible in particular during the summer months. Staff spoken to explained that the home does not have a set menu each day, service users are able to choose what they would like for each meal and where appropriate are supported in preparing their meals. One member of staff said that some days each service users chooses something different for their main meal. Food stocks indicated a wide variety of named and value food. A good stock of fresh fruit and vegetables was also present within the kitchen. Food preparation areas were found to be clean and tidy. Records viewed indicated that none of the staff held a current basic food hygiene certificate. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 Quality in this outcome area is good. This judgement is based on evidence gathered both during and before the visit to this service. Service users physical and emotional needs are fully met. The healthcare needs of all the service users are fully met. Medication policies and procedures are not always consistently followed, resulting in some staff undertaking the administration of medication without formal training. EVIDENCE: Five service users questionnaires indicated that personal care and support is provided in a manner that maintained their dignity and respect and that carers listened and acted on what they requested. The acting manager confirmed that service users are supported to maintain their health through G.P checkups when ever necessary. The nature of the service is respite care so the majority of individuals healthcare needs are met through their long term permanent carers, however in the event of their ill health during their stay advice would be sought from the service users G.P. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 14 Upon readmission into the unit, all service users current healthcare needs are recorded within their individual care plans and all medication requirements are documented within the medication administration book. Medication records were checked against drugs stored within the home and were found to tally. The acting manager explained the process for accepting drugs into the home and returning the medication to the carers upon the departure of the service user. Records indicated that no written record is retained within the home for the drugs handed back to the service users main carer or next of kin. Handwritten entries within medication administration records did not contain countersignatures. A list of staff signatures held within the medication record book was found to be out of date and in need of updating. The acting manager confirmed that she is trying to get a local pharmacist to provide in house training in the safe handling of medication to all staff involved in medication administration and management. As yet this has been unsuccessful. Four staff training files were examined during the inspection; only one indicated that they had attended any form of medication training. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is adequate. This judgement is based on evidence gathered both during and before the visit to this service. Service users know that their views will be listened to and acted upon. Staff have a good understanding of adult protection issues, thus assisting in the protection of service users from possible abuse. EVIDENCE: The acting manager confirmed that the home does not have a complaints book, however confirmed that should any complaints be made then the individual would be provided with information of Wakefield Metropolitans formal complaints policy and procedure. Copies were viewed on display within the entrance hall of the home. Five service user questionnaires were returned to CSCI, all indicated that should they feel the need to complain that they would feel confident in doing so. A discussion took place with the acting manager regarding the importance of maintaining a record within the home of all complaints. Staff spoken to had a clear understanding of adult protection issues and procedures to follow when reporting possible instances of abuse. Staff training files indicated that fifty percent of staff hold a national vocational qualification in care. The acting manager explained that as part of this award The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 16 each candidate must complete a unit regarding the protection of vulnerable people. In addition to the acting manager confirmed that further adult abuse training was scheduled to take place later in the year. At the time of the inspection there were no outstanding adult protection alerts flagged on the home. On the day of the visit to the home access to staff recruitment files was not possible, therefore the inspector was unable to confirm that enhanced criminal records bureau checks had been sought for all members of staff. The acting manager confirmed that the homes domestic staff are contracted in through the council and as such she played no part in their recruitment of line management. A discussion took place highlighting the importance of the acting manager being aware of what documentation and checks the councils central human resource department has regarding each domestic member of staff, in particular criminal records checks. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 Quality in this outcome area is adequate. This judgement is based on evidence gathered both during and before the visit to this service. Service users live in a comfortable and welcoming environment. The home is clean and hygienic ensuring the well being and safety of both service users and staff. EVIDENCE: A good standard of decoration and furnishing was found throughout the home. Fixtures and fittings were domestic in nature. To the front of the property there is a large garden area with additional seating for the summer months. The acting manager of the home spoke of service users being encouraged to bring personal items into the home to make their short stay more comfortable and to help personalise their bedrooms. All bedrooms were viewed with the kind permission of the service users and all were found to be clean, tidy and decorated in a manner that was age appropriate to the service user group. Some bedrooms were found to be in need of general maintenance and repair. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 18 All areas were found to be clean and tidy, with infection control measures being appropriately followed. The ground floor bathroom was found to be not only used as the only bathroom but as a general store room. Discussions with the acting manager identified that this was because the home did not have any alternative storage facilities. It is strongly suggested that a review of storage arrangements is conducted in order to improve the environment in which service users bathe, and ensure the safety of staff when assisting service users to bathe. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32 and 35 Quality in this outcome area is adequate. This judgement is based on evidence gathered both during and before the visit to this service. Service users do not always receive care from staff who have undertaken recent training. Service users receive care from staff who have a caring disposition and are committed in providing quality care and support to all service users in their care. EVIDENCE: Information provided prior to the inspection identified that at all times adequate numbers of staff are on duty to ensure the needs of all service users can be met. The acting manager spoke of recently re-organising staff rotas to ensure that at all times the staff can flexibly meet the needs of all service users. Fifty percent of staff working within the home hold an NVQ level 2 in Care. Training records identified shortfalls in the following areas, medication administration, and basic food hygiene. The acting manager confirmed that training places have been booked on fire safety, and adult protection which will take place later in the year. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 20 The acting manager confirmed that at the time of the inspection she did not have access to the councils central recruitment files and as a result the inspector was unable to review staff files and confirm their contents. Access to these documents will be required at the next inspection and should be made available to the acting manager without delay. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37,39 and 42 The quality rating in this outcome area is good. This judgement is based on evidence gathered both during and before the visit to this service. The acting manager has a good idea of what needs to improve within the home, and has begun to make improvements to ensure its smooth running. Systems in place for the consultation of service users is good, with evidence of service users views being sought. The health and safety of service users and staff are promoted and protected by satisfactory systems and procedures. EVIDENCE: The home does not currently have a permanent registered manager. The respite unit is currently being managed by an acting manager who has many years experience working with this service user group. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 22 Since their appointment significant improvements have been made in the day to day running of the home with regards to staff levels and records. Discussions held during the inspection identified that the acting manager is clear on what areas require improvement and that they are working through these issues with both staff and senior management. Wakefield Metropolitan District Council operates regular quality assurance checks within the unit to ensure service users receive a good quality service. The home confirmed that CSCI inspection reports are used to highlight areas that require improvement. Due to the nature of the service, service user meetings do not take place on a regular basis, however all service users are encouraged to make suggestions on ways in which the service can be improved. The acting manager makes sure that, so far as is reasonably practicable, the health, safety and welfare of service users and staff. Staff spoken to said that they take part in fire drills and take responsibility for ensuring the safety of service user both within and outside the home. Information provided prior to the inspection identified that regular safety checks are made on electrical and gas appliances within the home. Portable appliance testing is undertaken on a regular basis and all fire safety equipment has recently been inspected. The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 2 23 2 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 2 33 X 34 X 35 2 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 2 X 2 X 3 X X 3 X The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 24 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 YA20 Regulation 13(2) Requirement Timescale for action 01/12/06 2. YA23 YA34 3. YA35 All staff involve din the management and administration of service users medication must attend certified training in the safe handling of medication. 19(1,b) The home must work within department of health guidance. Ensuring POVA and CRB clearance checks are undertaken on all members of staff 13(5) Staff should undertake key 18(1,a,c,i) mandatory training and attend regular updates in all areas appropriate to the needs of the service user group. The acting manager should ensure that all training records are kept up to date. 9 A registered manager should be appointed and an application made to CSCI 01/12/06 01/12/06 4. YA37 01/12/06 The Respite Unit DS0000034498.V291008.R01.S.doc Version 5.2 Page 25 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 YA22 YA24 Good Practice Recommendations The home obtains a complaints book for the recording of all complaints made within the home. The home should ensure that general repairs and maintenance are undertaken in a timely manner to ensure service users live in a pleasing environment. The home should review current storage arrangements, to ensure the ground floor bathroom does not hold any equipment not required for the purposes of bathing. 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