Inspection on 27/09/07 for The Salvation Army (Bristol) Bridge Programme Detox

This inspection was carried out on 27th September 2007.

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

The inspector found no outstanding requirements from the previous inspection report, but made 7 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

The Salvation Army (Bristol)... 09/09/08

The Salvation Army (Bristol)... 15/09/06

The Salvation Army (Bristol)... 28/02/06

The Salvation Army (Bristol)... 21/09/05

The Salvation Army (Bristol)... 18/01/05

The Salvation Army (Bristol)... 26/10/04

Similar services:

Clouds House

Closereach

Westcliffe House

Hilldales

Longreach

Chandos House

Cherry Orchards Camphill Community Ltd

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

CARE HOME ADULTS 18-65 The Salvation Army (Bristol) Bridge Programme Detox Social Services Centre, Logos House 2 Little George Street St Judes Bristol BS2 9EL Lead Inspector Savio Toson Key Unannounced Inspection 27 September 2007 08:45 th The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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 Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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 Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Salvation Army (Bristol) Bridge Programme Detox Social Services Centre, Logos House 2 Little George Street St Judes Bristol BS2 9EL 0117 9552821 Address 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) justine.lewis@salvationarmy.org.uk Salvation Army Justine Lewis Care Home 4 Category(ies) of Past or present alcohol dependence (4), Past or registration, with number present drug dependence (4) of places The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 15th September 2006 Brief Description of the Service: The Salvation Army Bridge Programme is an addiction treatment service for homeless people in Bristol. The treatment is described as being in four parts and the Detoxification (Detox) part of the programme takes place in a unit registered with us. The programme also offers Outreach support, PrePreparation, Preparation, and Rehabilitation, none of which are registered with us. As a Christian Organisation, The Salvation Army believes in an approach that covers every aspect of a persons life including physical, social, emotional and spiritual needs. The Detox unit provides temporary accommodation for ten to fourteen days and is located in The Salvation Army Hostel, which is situated close to the City Centre and major transport routes. The unit has designated qualified nurses and a Doctor attached to the unit. The people who use the service are expected to go off the registered premises and participate in therapeutic groups as well as activities groups and life skills groups. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This with • • • • • • unannounced key inspection took 6 ½ hours over two days. I worked evidence from a range of different sources, including: Information provided by the manager in the pre-inspection questionnaire Case tracking the two residents on the unit. Speaking with three care staff Walking round the unit Examining some of the unit’s records Observation of staff practices and how they work with the residents. The overall analysis is that the service contributes to just part of the treatment plan for it’s the residents on the unit. The unit staff carry out continuous assessment but significant amounts of the planned therapeutic work is done off the unit. What the service does well: What has improved since the last inspection? What they could do better: Residents need to have their equality and diversity needs given further consideration by the service. Potential residents who are thinking of moving into the unit should have the opportunity to look round the unit before deciding to move in. The resident’s care plans should contain advice to staff on how to give the residents individualised care. Resident’s health can also be at risk because there was little evidence on the unit of completed generic health and safety risk assessments. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 6 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 Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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 Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1,2,3,4, were considered. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Potential residents who want to know about the service in detail will have difficulties reading some of the information. Residents have their needs assessed prior to them moving into the unit. Residents from ethnic or diverse backgrounds may not always have their needs met. EVIDENCE: Residents who are referred to the unit are given information on how the unit is run. Residents receive a service user guide which contained details on how the unit works. The guide needed more information on the nurse’s experience in this care setting. Residents have access to a comprehensive “statement of purpose” folder which gives them additional details about the unit. However the folder needs amending. The information it contains tended to be written in a technical language and some of the sections were more for professional staff to read rather than residents. The folder also needs to be changed to include how people’s spirituality will be respected by the service. And the reference to “people of the opposite sex not allowed in clients bedrooms” need to be rewritten. This statement fails to acknowledge sexual diversity and if it’s decided to keep the principle in the booklet, it will need rewriting. All sexual orientation needs to be considered so it should include the words “same sex”. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 9 Residents have their needs assessed prior to them moving into the unit. The care records showed several assessments having been done on the two residents on the unit. The assessments included one which considers the potential risks to residents and the other was medical. Residents from ethnic or diverse backgrounds may not always have their needs met. The unit had a document on diversity but on reading the document it was noted that it did not give clear advice on the possible needs of people from ethnic or diverse backgrounds. Residents who visit the unit do not always have the opportunity to look round. This is because of the staff respecting the privacy of the residents already on the unit. However it was discussed that with more careful planning all potential residents could get to look around the unit. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 6,7,8,9,10 were considered. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents may not always have their individualised care needs met by staff using the common core plan which contains their general needs. Residents are being encouraged to participate more in how the unit is being run. Risks to the well being of the residents have been taken into consideration. EVIDENCE: Residents may not always have their individualised care needs met by staff using the common core plan which contains their general needs. There are two care plans for different stages in the treatment programme but the care to be given has been standardised. The way residents have their individualised needs met by staff, must be recorded in more detail. The resident I met said the unit had met his needs and provided the service he was expecting. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 11 Residents’ sign their own care plans to show they were involved in planning their own care; and their signature appeared on the care records viewed. Residents decision making is limited because they have to follow the detox programme. This means they are expected to attend group work and meetings. Both of these activities are off the registered premises. Residents also have to go without visitors whilst on the unit unless it’s a planned official visit. Residents are being encouraged to participate more in how the unit is being run. The service now has a service user group and service users are given feedback forms. Residents can live safely on the unit due to an assessment of the potential risks they can be exposed to. The care records showed that the risks to the resident had been taken into consideration. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 12 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 11,12,13,14,15,16,17 were considered. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents receive a part of the treatment and recovery programme while they are on the unit and are encouraged to attend the relevant meetings. Residents are supported by staff to maintain some links with their community. Residents have their rights respected and are given responsibilities into choosing how they wanted to organise their lifestyle. Residents have their relationships restricted while they are receiving treatment on the unit. EVIDENCE: Residents receive only a part of the Bridge treatment and recovery programme while they are on the Detox unit. Residents are on the unit to be assessed, given prescribed medication to help reduce their drug dependency and then leave to go onto the next part of the drug dependency treatment programme. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 13 Residents receive medication to help reduce their drug dependency and normally complete this part of the overall programme between 10 and 14 days. Residents are encouraged to attend the relevant support groups to help them overcome their addictions, in the community. Residents cannot expect to maintain all the activities they had before moving into the unit. This is because the unit aims to treat residents through their drug dependency by changing some of their previous lifestyle. Due to the short stay on the unit residents do not have the chance to get meaningful support from the staff in helping to develop employment skills. Residents are supported by staff to maintain some links with their community but are escorted when they go off the unit. On one of the days of inspection a resident who was going to their doctor’s surgery was being escorted by a nurse from the unit. Residents are encouraged to become involved in leisure activities. Resident’s are escorted at evenings and weekends to local sport facilities. These include table tennis, football, badminton. Residents have their relationships restricted while on the unit. The current professional thinking is, that for residents going through the detox stage of their treatment, have the minimum involvement with visitors. These restrictions are agreed with residents and an explanation appears in the statement of purpose. Residents have their rights respected and are given responsibilities into choosing how they wanted to organise their lifestyle whilst on the unit. Residents can choose how to use their free time, they can prepare their own snacks. Residents are responsible for keeping their own bedrooms clean and tidy. Residents are escorted to the main dining room for their meals. The menu showed that a variety of meals were available. The manager believed the meals met the dietary needs of the residents. The one resident who gave information for this inspection said the food was “alright”. Residents can also make themselves light snacks while they are on the unit. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 14 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 18,19,20 were assessed. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents have a limited choice of the staff they want to work with while they are on the unit. Some health checks are carried out by the staff as part of the resident’s assessment. EVIDENCE: Residents have a limited choice of staff they want to work with. Residents are on the unit for 10 to 14 days and the number of allocated staff to the unit limits the resident’s opportunity to choose their carer by gender or ethnicity. Residents have more choice for selecting their keyworker. However the therapeutic and rehabilitative care provided by the keyworker is outside our registration. Residents have their health needs meet. Some health checks are carried out by the staff as part of the resident’s assessment. Residents are also supported to visit their community doctor. Residents have the opportunity to be assessed by the doctor dedicated to the unit. Residents will be supported to access any NHS services they require. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 15 Residents are given medication by a service which is aware of the need to maintain a safe medicine procedure. The homely remedies list contained the remedies which were stored in the medicine cupboard. The medicine sheets which were viewed, were correctly filled in and contained the right information. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 22 and 23 were considered. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents should know how to make a complaint, as the procedure was set out in an easy to use format. EVIDENCE: Residents should know how to make a complaint, as the procedure was set out in an easy to use format. The complaints book used by staff mixed information for residents with information for staff. Also the complaints procedure advised the complainant to contact the manager but was not very clear on what to do if the manger was not around. Residents are not fully safeguarded from abuse as the staff working on the unit have not had full up to date training on safeguarding adults from abuse or whistleblowing. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 24,25,26,27,28,30 were considered. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents live in a recently re furbished area of the larger home. Resident’s privacy is compromised by the location of a safety camera in the resident’s corridor. EVIDENCE: Residents live in a recently re furbished area of the larger home. Residents who live on the unit have bedrooms which should suit their short stay on the unit. The unit appeared clean and well maintained. Resident’s privacy is compromised by the location of a safety camera in the resident’s corridor which is facing the bedrooms, lounge and bathroom. This is viewed as obtrusive. CCTV cameras should be restricted to entrance areas for security purposes. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 18 Residents live in the lounge/ kitchenette, a shared space which is in addition to the space they have in their bedrooms. The noisy hot water boiler in the kitchenette that forms part of the lounge is being reviewed. Residents have their bedding changed every 14 days by the unit. There was also a washing machine and tumble dryer on the premises for residents to use. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31,32,33,34,,35,36 we considered. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents receive care form staff who have been appointed using a safe recruitment procedure. Residents receive support form staff who have kept up to date with training. EVIDENCE: Residents receive care from staff who have been appointed using a safe recruitment procedure. The personnel file which I viewed contained the relevant staff checks and references. Residents receive support form staff who have kept up to date with training that can be used with residents with drug dependency problems. The training record of a member of staff working on the unit which I saw, showed she was keeping up to date. Her training included motivational interviewing, dealing with self harming, first aid at work. The manager is aware of the need for all the staff on the unit to attend safeguarding adults training. I noted that the staff carry out assessment of clients in other parts of the service which are not registered by us. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 20 Residents receive care from a small staff team. However another nurse has been recruited. It is still a small team and absenteeism needs to be planned or continuity of care will be affected. However therapeutic care is provided by the non registered day care service which is located elsewhere within the building. Residents receive support form staff who are regularly supervised. Being such a small team, supervision is nearly on a daily basis. Formal supervision does not fit well into such a small team. So if the manager records supervision sessions which include competency, training and development, on a regular basis, the informal system would be acceptable. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 37,38,39,40,41,42 were considered. Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents live in a unit where a visiting colleague from within the Salvation Army regularly monitors the quality of the service. Residents have their safety compromised. EVIDENCE: The resident I meet supported the view that he was able to make choices within the limits of the treatment framework and expressed how he felt he was treated well. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 22 Residents live in a unit where the quality of the service is regularly monitored by a visiting colleague from within the Salvation Army. I was shown the records showing that the service had been looked at in detail. These completed forms required by Regulation 26’s were sent to me monthly. Residents receive care from staff who are guided by the policies and procedures stored on the unit. The polices and procedures which I looked at contained sufficient information to assist staff in providing a safe service. Residents may not be fully assured that the unit is properly registered to provide a service. It was concerning to find that the certificate of registration on display in the unit was out of date. It was one which had been issued by a registration authority which no longer existed. The certificate which we had issued had been removed several weeks ago and I was informed it was due to changes being made to the registered premises. The certificate has to be on display in a main area, no alterations can be made to it. Failure to display the certificate is an offence against Section 28 of the Care Standards Act 2000 where “the establishment or agency shall be guilty of an offence and liable on summary conviction to a fine.” Residents have their safety compromised because there could be an increased incentive for outside people to break into the clinic because the window is not barred. Resident’s health can also be at risk because there was little evidence on the unit of completed generic health and safety risk assessments having been carried out. The annual audit returned to us by the unit said all the fire checks had been done and are up to date. The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.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 2 2 3 3 3 4 2 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 2 25 3 26 3 27 3 28 3 29 X 30 3 STAFFING Standard No Score 31 3 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 DS0000020366.V343804.R01.S.doc 2 3 3 3 3 LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 Score PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 The Salvation Army (Bristol) Bridge Programme Detox Score 3 3 3 X 3 3 3 3 X 2 x Version 5.2 Page 24 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 OP1 Regulation 4(1)(a) Timescale for action The statement of purpose must 01/12/07 be reviewed to ensure that it is written as an easy read and client centred format which explains the service. The statement of purpose and service user guide need to be reviewed to ensure issues on equality and diversity reflect the latest thinking. A certificate of registration issued under the Care Standards Act 2000 in respect of any establishment or agency shall be kept affixed in a conspicuous place in the establishment or at the agency. 01/12/07 Requirement 2 OP1 4(1)(a) 3 OP37 Care Standards Act 2000. Section28(1) 01/12/07 4 OP7 15(1) Residents will get additional 01/12/07 benefit from a service where the detail of their individualized needs are recorded in the care plans. Resident from diverse or ethic minority backgrounds needs will be better met by more DS0000020366.V343804.R01.S.doc 5 OP14 12(4)(b) 01/12/07 The Salvation Army (Bristol) Bridge Programme Detox Version 5.2 Page 25 relevant literature being kept on the unit. 6 OP24 12(4)(a) Residents privacy will be improved by the removal of the CCTV camera which is aimed at the resident’s bedrooms, lounge and bathroom doors. Residents need to be able to look round the unit so they can be more clearly informed before deciding to move in. 01/01/08 7 OP5 12(2) 01/12/07 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 Refer to Standard OP16 Good Practice Recommendations Residents would benefit from a complaints procedure which says who they can go to if the manger is not around, and for the staff to have a clearer procedure. Residents would be better safeguarded if all staff working on the registered premises attend an upto date safeguarding adults training. The service user guide needs to contain more information on the staff’s experience. 2 OP18 3 OP1 The Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection 4th floor Colston 33 33 Colston Avenue Bristol BS1 4UA 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 Salvation Army (Bristol) Bridge Programme Detox DS0000020366.V343804.R01.S.doc Version 5.2 Page 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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!