Inspection on 28/11/06 for The Wakefield Centre

This inspection was carried out on 28th November 2006.

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

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

Other inspections for this house

The Wakefield Centre 18/08/08

The Wakefield Centre 17/09/07

The Wakefield Centre 15/05/06

Similar services:

Ashlong House

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

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

CARE HOMES FOR OLDER PEOPLE The Wakefield Centre Ravenscourt Gardens Hammersmith London W6 0AE Lead Inspector Tony Lawrence Unannounced Inspection 28th November 2006 08:15 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 Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Wakefield Centre Address Ravenscourt Gardens Hammersmith London W6 0AE 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 8222 7800 020 8222 7801 Ganymede Care PLC Mr Visnoo Chengun Care Home 102 Category(ies) of Dementia - over 65 years of age (15), Old age, registration, with number not falling within any other category (39), of places Physical disability (36), Terminally ill (12) The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 15th May 2006 Brief Description of the Service: The Wakefield Centre is a registered care home that provides nursing care and accommodation for 102 men and women. This includes people with dementia, younger adults with a physical disability and people needing palliative care. The home is located in a residential area of Stamford Brook, with easy access to transport links, local shops and other amenities in the Chiswick High Road. Care is provided on the ground, first and second floors and toilets, bathrooms, communal lounges and dining areas are situated on each floor. The third floor of the building houses the West London Clinic and this service is regulated by the Healthcare Commission. Care is provided by a staff team comprising managers, nursing staff, care assistants, cleaning, catering, administrative and maintenance staff. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection took place on Tuesday 28th November 2006 from 08:15 – 15:45. The Inspector spoke with service users, staff and the home’s Manager. The care of 4 people living in the home was reviewed in more detail by talking with each person, the staff responsible for their care and checking care records. 17 people living in the home, 18 relatives / visitors and 2 health and social care professionals returned confidential questionnaires. Their comments are included in the report. The Inspector noted that there have been significant improvements in care standards since the last inspection in May 2006. The weekly fee for the home ranges from £640 - £1,500. As part of this unannounced inspection the quality of information given to people about the care home was looked at. People who use services were also spoken to, to see if they could understand this information and how it helped them to make choices. The information included the Service User’s Guide (sometimes called a brochure or prospectus), statement of terms and conditions (also known as contracts of care) and the complaints procedure. These findings will be used as part of a wider study that CSCI are carrying out about the information that people get about care homes for older people. This report will be published in May 2007. Further information on this can be found on our website www.csci.org.uk. What the service does well: What has improved since the last inspection? What they could do better: The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 6 The Manager must make sure that each person living in the home has a copy of the Service User Guide and the home’s complaints procedure. Relatives must also be made aware of the complaints procedure. Nursing and care staff should take more care to make sure that records are legible. 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 Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 and 3. Key Standard 6 does not apply. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Good information is available for potential service users, although this should also be made readily available for people once they move into the home. EVIDENCE: ‘I viewed quite a few homes before I chose Wakefield. I am now happy that I made the right choice’. (Comment from service user). ‘A member of social services delivered me to the door. I was NOT informed about where I was going’. (Comment from service user). During this visit the Inspector reviewed the care received by four people living in the home. Two people told the Inspector that they had no information before moving into the home and had not visited. One person said their relatives had visited a number of homes before choosing the Wakefield. Another person said that they could not remember whether they had been given information before moving. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 9 The home has produced a good Service Users Guide that includes all the information needed to meet this Standard. None of the service users remembered seeing a copy of the Guide and all four people said they did not have a copy in their room. This was discussed with the home’s Manager who confirmed that staff had talked to each person living in the home about the contents of the Guide within the last month. The Manager must make sure that people living in the home have a copy of the Service User Guide available in their room for reference. 8 service users who returned confidential questionnaires said that they had received enough information about the home before admission. 8 people said that they had not received enough information and 1 person did not answer this question. Each of the four care plan files included a contract between the home and the local authority responsible for funding the placement. None of the service users was aware of the contract or arrangements for reviewing the fees paid for their care. All said that their social worker or health care staff dealt with funding arrangements. 4 service users who returned confidential questionnaires said that they had received a contract. 8 service users said they had not received a contract and 5 people did not answer this question. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. Care plans are in place for all service users and these are reviewed regularly. Health care needs are well recorded. Standards of medication management have improved since the last inspection. EVIDENCE: Sometimes it is difficult to get the chiropodist to do my toes’. (Comment from service user). During this visit the Inspector checked the care plans for two people aged over 65 living on the ground floor and 2 people aged under 65 living on the second floor. All of the care plans were up to date and nursing and care staff had reviewed specific goals at least monthly. The care plans included appropriate goals and for the two younger adults these included good information about their social care needs, hobbies and interests. The Inspector noted that detailed profiles / life histories have been completed with each service user since the last inspection. This is an excellent piece of work that has contributed to the improved standard of care planning in the home. There is a need for all staff to make sure that entries in care records are dated, signed and legible. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 11 The health care needs of people living in the home are well assessed and recorded as part of their care plans. Each plan reviewed during this visit included appropriate referrals to the GP or hospital. Two health and social care professionals returned confidential questionnaires sent out as part of this inspection. Their comments included:‘I have seen many improvements in the past two and a half years. Residents are always very well cared for and happy in their environment’. ‘Families that I have spoken with have stated they are happy with the levels of care’. The Inspector checked the management of medication on the ground and second floors during this visit. Three requirements made after the last inspection to improve the management of medication have been met. Storage arrangements are satisfactory and storage temperatures are recorded daily. The Inspector checked the Medication Administration Record (MAR) sheets on both floors. The MAR sheets included a photograph of the service user and all were well completed with no gaps or errors. The Manager confirmed that he audits the medication management on each floor once every month. An external audit was also completed in November 2006. The Inspector spoke with four service users in private during this visit. All were very positive about the standards of care provided at the Wakefield. All four people praised the nursing and care staff for their attitudes and responsiveness. During this visit the Inspector saw staff treating service users with respect at all times. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. During this visit the Inspector noted a significant improvement in the provision and recording of activities for all people living in the home. EVIDENCE: ‘There is an in house chef who provides excellent cuisine’. (Comment from service user). ‘I am always asked to choose the food I would like 2 or 3 days ahead. But sometimes I do not get the food I have chosen’. (Comment from service user). ‘I am not happy about the laundry – clothes do not always come back’. (Comment from service user). ‘I would like to say that the activities co-ordinator is doing a great job and always provides us with a different kind of activity on a daily basis’. (Comment from service user). ‘We go on trips that are very interesting and we go to the pub for meals and drinks’. (Comment from service user). The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 13 ‘I never felt there was anything wrong with the meals. I enjoy my meals’. (Comment from service user). ‘Someone always asks me what I want to have. I have no problem with the food’. (Comment from service user). The last inspection report included a requirement that the provision of activities must be improved, especially for younger adults living in the home. The home now has two Activities Organisers and is looking to recruit a third person to complete the team. The Activities Organisers work with care staff to provide a range of activities each day. During the morning, the Inspector saw groups of service users playing cards, board games and knitting in the lounges on each floor. The atmosphere was relaxed and friendly with a great deal of conversation taking place during the activities. This was a very positive experience for people living in the home and staff are to be congratulated on the improvements that have been made. During this visit the Inspector spoke to service users on the ground and second floors who all said they enjoyed the activities provided, although not all chose to take part in every activity. Three people told the Inspector how much they had enjoyed recent trips to Kew Gardens, Ravenscourt Park and a local pub for lunch. Staff also commented on these trips and how much service users had enjoyed them. A day trip to France was planned, but this has been postponed as few service users have a valid passport. The Manager confirmed that the trip would be rearranged once service users and their relatives have arranged for new passports. 10 service users who returned questionnaires said that there are ‘always’ activities arranged that they could take part in. 3 people commented there are ‘usually’ appropriate activities. 2 people said there are ‘sometimes’ appropriate activities and 2 people did not answer this question. During the afternoon, a 100th birthday party was arranged for one person living in the home. Staff had decorated one of the lounges, service users and staff from all floors were invited, food and drinks were provided and the service user’s relatives also came. This was another very positive experience, not only for the service user concerned, but also for all those other people living in the home who attended. All four care plan files reviewed during this visit included contact details of relatives, friends and other significant people. Files also included contact details for each person. 18 relatives / visitors returned confidential questionnaires sent out as part of this inspection. The majority of their comments were positive. Specific comments included:‘Some clothing on occasion goes missing, although it is often returned eventually. I think their system on this matter is somewhat haphazard’. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 14 ‘Our main issue with the home was the way the PCT handled the move of (service user) to the Wakefield. The home provides the care it can within its own scope and the staff are friendly otherwise. I remain to be convinced that it is fully appropriate and that the move wasn’t purely on cost grounds’. ‘I am unable to visit the home but I am kept aware of any developments by the administrative staff’. ‘There is always a tension between the needs of dementing patients and others whose faculties are better intact. Since appointing an activities manager (who is excellent) things have improved. Staff still need training on more rich and complex interaction with residents – this is often too minimal’. ‘You couldn’t wish for better treatment’. ‘We have often remarked on how caring the atmosphere is’. Four service users told the Inspector that they usually enjoy the food that is provided. All four people said that if they did not like the choices offered, an alternative is always provided. People said that they could choose to eat meals in their rooms or the communal dining rooms. The Inspector saw people having lunch in one dining room. Service users were well supported by staff, choices were offered and the three-course lunch was varied and nutritious. The Manager commented that on the second floor, bowls of vegetables are now placed on tables for people to serve themselves. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18. Quality in this outcome area is Adequate. This judgement has been made using available evidence including a visit to this service. The home has a clear complaints procedure but there is a need to make sure that service users and their relatives know about this. EVIDENCE: Information provided by the Manager before this inspection shows that there has been one formal complaint since the last inspection. The Inspector did not check the complaints record during this visit but the Manager confirmed that the complainant was satisfied with the outcome of the investigation carried out by the home. 9 relatives, 50 of those who returned confidential questionnaires, said that they were not aware of the home’s complaints procedures. Four service users who spoke with the Inspector said that they were not aware of the procedures, but all said that they would talk to staff or the Manager if they had any concerns. One service user did say that she had spoken to the Manager about a member of staff and she was satisfied with the way this was resolved. The Manager must make sure that all service users and their relatives are told about the home’s complaints procedures. There have been no adult protection issues since the last inspection. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20, 23, 24, 25 and 26. Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. The home provides very good standards of private and communal accommodation. Service users spoke positively about the standards in the home. EVIDENCE: ‘I am very impressed with the level of cleanliness. The cleaners spend a lot of time in the toilet and bedrooms which are always smelling nice’. (Comment from service user). ‘The home is clean at all times and smells nice as well’. (Comment from service user). The home is located in a residential area of Stamford Brook, with easy access to transport links, local shops and other amenities in the Chiswick High Road. Care is provided on the ground, first and second floors and toilets, bathrooms, communal lounges and dining areas are situated on each floor. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 17 During this visit the Inspector saw communal areas on the ground and second floors and four service users’ bedrooms. The home is well furnished and decorated and service users’ rooms are highly personalised and comfortable. Four service users who spoke with the Inspector were very pleased with the accommodation provided. All parts of the home were clean, tidy and hygienic during this inspection. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. The home is well staffed to meet service users’ needs. Staff are well trained, committed and enthusiastic. EVIDENCE: ‘The staff are always on hand to provide any assistance that I may require’. (Comment from service user). ‘I have no complaints about the staff, they are all my friends’. (Comment from service user). ‘The staff are lovely. I think the Wakefield Centre is the right place for me to stay and I would like to say that the Manager has done a great job’. (Comment from service user). ‘I would like to say that I am happy at the Wakefield Centre and I am well looked after by all the staff. I am satisfied with the level of care provided to me’. ‘I would like to say that I am very happy at the Centre and all the staff are very kind and helpful and always at my disposal to meet my needs and wants’. (Comment from service user). ‘I have no complaints to make about the staff and I am very happy at the Wakefield Centre. Staff are kind and polite to me’. (Comment from service user). The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 19 ‘The staff look after me very well and I am as happy as I could expect at the Wakefield’. (Comment from service user). ‘All the staff here at the Wakefield are doing their job with perfection’. (Comment from service user). During this visit the Inspector spoke with four service users and eight care staff working on the ground and second floors. People living in the home were very positive about the staff who care for them. All said that the staff are caring and friendly. The Inspector saw many examples of excellent staff interaction with service users and visitors. Staff obviously know service users well and often referred to significant people or events in conversation. There is an appropriate mix of nurse qualified staff and care staff on each floor. Although working as carers, many of the staff team have a professional qualification from outside the UK. The Inspector was impressed that staffing levels on the second floor have been maintained, although there are currently 10 vacancies. The increased staff to service user ratio has enabled more individual care to be provided to younger adults living in the home and the Manager and staff are to be congratulated for this. Staff who spoke with the Inspector were knowledgeable about people living in the home and their roles and responsibilities. The Inspector noted some very good team working on both floors to make sure service users’ needs were met promptly. Enhanced Criminal Record Bureau (CRB) checks are obtained for all staff working in the home. The Manager and staff confirmed that carers do not work unsupervised with service users until clearance has been obtained from the CRB. Information provided by the Manager before this inspection was evidence that a range of appropriate training has been provided since the last inspection. This has included Tissue Viability; Dementia Awareness; Manual Handling; Risk Assessments; Fire Safety; Care Planning and Essential Skills for Healthcare. 67 of care staff in the home have completed their NVQ Level 2 qualification training. Staff who spoke to the Inspector said that it was usually easy to access the training that is provided. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 20 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 37 and 38. Quality in this outcome area is Good. This judgement has been made using available evidence including a visit to this service. The home is well managed and service users are cared for safely. EVIDENCE: ‘I would like to praise the Manager who has done a very good job since he stepped in at the Centre. He is a man of honesty and integrity who always honours his words’. (Comment from service user). The home has a full-time, permanent Manager who has been registered by the Commission. The company’s head office is located in the same building as the home and appropriate management arrangements are in place. The Manager confirmed that he has recently carried out a survey of service users to obtain their views on the way the home operates. 43 questionnaires have been returned. This is an excellent initiative and the Manager should make sure that a copy of any quality assurance report written following this consultation is sent to the Commission. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 21 In a confidential questionnaire, a relative commented ‘cheques or cash passed to the centre should result in a receipt being issued’. It is a recommendation of this report that receipts are issued for all money received from service users, their relatives or other people. Information provided by the Manager before this inspection is evidence that the home has developed all of the policies and procedures required to meet this Standard. The policies and procedures are reviewed regularly. During this visit the Inspector checked a number of records kept in the home, including care plans, daily care notes, medication records and staff rotas. Standards of record keeping are satisfactory, although a requirement is made that all staff sign, date and make sure all care records are legible. No health and safety issues were noted during this inspection. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 2 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 X 18 3 3 3 X X 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 2 3 X 3 3 The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP1 Regulation 5 (2) Requirement Timescale for action 31/01/07 2. 3. OP7 17 22 OP16 The Manager must make sure that people living in the home have a copy of the Service User Guide available in their room for reference. All staff must make sure that 31/01/07 entries in care records are dated, signed and legible. The Manager must make sure 31/01/07 that all service users and their relatives are aware of the home’s complaints procedure. 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. Refer to Standard OP33 OP34 Good Practice Recommendations The Manager should provide the Commission with a quality assurance report based on the recent service user satisfaction survey. Receipts should be issued for any money received into the home. The Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Hammersmith Local Office 11th Floor, West Wing 26-28 Hammersmith Grove London W6 7SE 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 Wakefield Centre DS0000066841.V317097.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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