Inspection on 09/01/07 for The Whispers

This inspection was carried out on 9th January 2007.

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

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

Other inspections for this house

The Whispers 10/03/09

The Whispers 14/11/05

The Whispers 09/06/05

The Whispers 18/11/04

The Whispers 22/06/04

Similar services:

Hillview Farm

Dalewood Respite Care

Orchard,The

REACH Upton Court Road

Fairways

Treloar College

Pinta

Kestrel House, St Anne`s Opportunity Centre,

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

CARE HOME ADULTS 18-65 The Whispers 358 Worting Road Basingstoke Hampshire RG22 5DY Lead Inspector Kathryn Kirk Key Unannounced Inspection 9th January 2007 10:30 The Whispers DS0000012100.V324974.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 Whispers DS0000012100.V324974.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 Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Whispers Address 358 Worting Road Basingstoke Hampshire RG22 5DY 01256 329372 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) londonroad@tiscali.co.uk Milbury Care Services Limited Miss Katherine Stubbs Care Home 8 Category(ies) of Learning disability (8) registration, with number of places The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 14th November 2005 Brief Description of the Service: The Whispers is registered to provide care for up to eight male younger adults with learning disabilities and associated behavioural support needs. The home is owned and run by Milbury Care Services Limited, a national organisation. The home is located on the outskirts of Basingstoke on a main bus route to the town centre and within walking distance of local shops and other amenities. There are two house cars that enable service users to access social and community activities. The building is a two-storey domestic detached house, comprising eight single bedrooms. The home has two lounges and a large kitchen/ diner. There is a large mature garden laid mainly to lawn. Parking is available at the front of the premises. Fees as given in January 2007 range from £1197-£1597 per week The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The findings of this report are that the overall care provided continues to be good. No requirements or recommendations have been made as a result of this inspection. Judgements made in this report were made after reviewing written documentation. This includes a pre inspection questionnaire, which was completed by the manager, some policies and procedures and some care records. One visit to the home was also made on 9 January 2007. Three bedrooms and communal areas were seen. Service users were at home at varying times during the visit. Time was therefore spent talking with them, and interaction between service users and staff was also observed. The manager and two staff members spoke about their experience of working in the home. Two involved professionals also provided some verbal feedback about the service. What the service does well: Prospective service users health and care needs, preferences and wishes are considered before any move to the home is agreed. People and their families are also given opportunity to visit beforehand. In this way they can make an informed decision as to whether the home is suitable for them. Care needs and any identified risks are well documented and are regularly reviewed with the involvement of care professionals and family members. This helps to ensure that information held about service users is accurate and up to date. Staff are motivated and work consistently to provide service users with as many choices as possible in their daily routines. The service is responsive and flexible to each individual service users needs and wishes. Service users are well supported to access a variety of activities, both onsite and in the community. Family involvement is welcomed. Service users are offered a healthy diet and are given appropriate assistance at mealtimes. Staff offer good support to ensure that service users health care needs are met. The environment is homely and is suitable to meet current service users needs. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 6 Staff recruitment processes are thorough and training opportunities are good. This helps to protect service users and enables staff to provide good quality support and care. The home is well managed. Both professionals asked their opinion of the service said they had no concerns, that communication was good between themselves and the home. One said, “overall I have nothing but praise” 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 summary of this inspection report can be made available in other formats on request. The Whispers DS0000012100.V324974.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 Whispers DS0000012100.V324974.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): 2 Quality in this outcome area is good A comprehensive procedure for assessing the needs and aspirations of potential new service users is in place to ensure the service will be appropriate for them. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There are currently seven people living at The Whispers. Previous inspection reports have concluded that the home has very good procedures for admitting service users on the basis of a full assessment. The most recent person to be admitted was spoken with and his records were checked to ensure that the process still remains as thorough. He said that he had visited the home before he decided to move in and had stayed for a meal. He agreed that he had met both staff and residents. His file contained a lot of information about his social health and emotional needs and included information from health and social care professionals as well as from previous providers. The manager described the information gathered as very good and felt that the gradual introduction had helped the new service user to settle in successfully. The Whispers DS0000012100.V324974.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. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7 and 9 Quality in this outcome area is good Service users assessed and changing health social and care needs are reflected accurately in their individual care plan and appropriate action is taken to minimise any identified risks. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Care planning was reviewed at a previous inspection in 2005. At that time it was found that the home had a good system of recording needs and aspirations, that care plans reflected residents support needs and wishes and that residents were consulted appropriately. Three care plans were seen on this occasion to check whether this was still the case. They were very detailed and explained clearly what support was required. There was evidence that they were regularly updated to reflect any The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 10 changes in needs and service users who were able to discuss this aspect of their care confirmed that they were consulted and fully involved in the process. One involved professional said that staff in the home are very willing to work with, for example the local Community Team for people with Learning disabilities and accept and work consistently with any advice given, for example on how to manage challenging behaviour. In this way staff offer consistent support to service users. Records seen also contained assessment of any risk identified. Risk assessments had also been updated regularly as part of the care planning process. Service users were observed to make decisions about their lives, in their daily routines, for example they chose when, where and what to eat and were given appropriate support to do so by the staff team. Through discussion with some service users it was evident they were able to vary their daily routines to suit themselves. The Whispers DS0000012100.V324974.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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16 and 17 Quality in this outcome area is good Staff ensure that service users have a good range of activities to choose from. Service users are well supported to maintain relationships with family and friends. Nutritional needs are well catered for. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff support service users to attend college and work skills projects where they have expressed a desire to do so Staff spoken with felt that the range of activities accessed by service users is good. There are sufficient staff on duty to ensure that evening activities, for example going to local clubs and pubs , can take place. One service user spoken with said that he had recently gone to a disco and that he really liked to do this as it gave him a chance to meet up with his friends. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 12 Staff said that family and friends are welcomed to the home and some take an active part in for example the care planning process. Staff encourage service users to maintain contact with their family, for example one service user emails his parent. Staff recently supported another service user to attend a family wedding in France. A letter of thanks was seen from the family regarding this. Care plans seen listed activities, such as, visits to the gym, rambling, going out for walks, attending local social clubs, food and clothes shopping, going to clubs and activity centres, attending workshops and going on holiday. On the day of the visit staff were supporting service users to pursue their chosen activity, both inside and out of the home. One service user who was staying in the house that day was busy doing a large jigsaw, which he said he loved to do. He was also listening to the radio to music as he said that he liked to do this. The inspector’s observation of the routine within the home was that it was very flexible and that it was dictated by service users rather than the staff team. Staff on duty confirmed that this was the case. Staff were observed to interact well with service users and spent time with them ensuring that the service user had sufficient opportunities to express their opinions fully. Privacy was also respected, service users are able to choose when they wish to be alone, for example when eating a meal. The staff spoken with said that they guide service user to try and make healthy balanced dietary choices. There is a menu in picture form on display in the house. Records are kept for each individual service user of the food that has been prepared and eaten. It was evident from the records of food cooked that changes to the menus occur reflecting individual choice. The service users said that they enjoy meal times and are not rushed. Some particularly like going out to eat and on the day of the visit one service user was planning with staff when he would go out for his next meal and was asked which staff member he would like to go with him to support him. The Whispers DS0000012100.V324974.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. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19 and 20 Quality in this outcome area is good The personal support, health and emotional care provided by the home are offered in such a way as to promote service user choice, independence, privacy and dignity. Procedures for the safe management of medication have been reviewed and improved following some errors in the administration of medicines. This judgement has been made using available evidence including a visit to this service. EVIDENCE: During the visit it was observed that staff respond with sensitivity to the needs and wishes of each service user. Where routines are important to service users staff ensure that these are maintained, others have differing needs each day and staff respond flexibly to ensure that they can carry out their chosen activities in and outside the home .An example of this is that there are no set mealtimes for breakfast lunch and supper. Through discussion with one service user it was evident that he is able to choose clothes that reflect his personality. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 14 There was written evidence that staff give support and guidance where needed regarding personal hygiene. One service user said that staff help him to see a doctor when he wants to. Records showed that health care appointments are attended as necessary. Records also showed that service users have access to specialist support and advice as needed from for example the local Community team for People with learning disabilities and psychiatrists. Records show that from January 2006-August 2006, six incidences of error in the administration of medicine had been reported. Appropriate action had been taken following the discovery of the mistakes. These incidents were discussed with the manager who said that procedures had been reviewed and improved. The medicine cabinet has been relocated to another part of the building as she felt there were too many distractions where it was previously placed. Medication was observed to be securely stored and staff that were in responsible for administering medicines on the day of the visit confirmed that they had received appropriate training. The manager said that all staff that give out medicines are assessed to ensure that they are competent to do so. Records of one service user were checked and these corresponded with the supply of drugs stored. Guidance for staff was seen regarding the use of as required medicine for one service user. The Whispers DS0000012100.V324974.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. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 Quality in this outcome area is good Complaints are listened to and acted upon. Service users are protected by the homes adult protection policies and procedures. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff were observed to communicate well with service users it appeared that service users were comfortable in their presence. Each resident has access to a copy of the home’s complaints procedure and information about protection from abuse. This is in large print and is written in simple plain English. The complaints procedure is in the ‘service user guide’, it contains the contact details for the Commission for Social Care Inspection and states that all complaints will be responded to within 28 days. The home’s complaint log was seen and was found to be satisfactory. The staff spoken with said that they receive training in protection of vulnerable adults. This was confirmed from staff training records seen. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 16 Records checked showed that staff had contacted the local adult service team as lead agency for adult protection when the need to do so has arisen.. Some service users have challenging behaviours and records show that there have been a number of incidents over the past twelve months when one service user has hit out at another service user. When this has happened, staff have liaised with social services, health care professionals and next of kin. Through discussion with the manager it was evident that these situations are monitored and reviewed very closely and that where necessary, procedures are modified to further protect service users. All staff have mandatory training in non-violent crisis intervention training (NVCI) one staff asked said that they felt that they had been given appropriate training to manage challenges in behaviour. Service users money was seen to be securely stored and there are procedures in place to ensure that it can be managed safely. The Whispers DS0000012100.V324974.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): 24 and 30 Quality in this outcome area is good The home provides a suitable environment to meet current service users needs and effective systems are in place to control the spread of infection This judgement has been made using available evidence including a visit to this service. EVIDENCE: Service users moved into this home in 2005. The manager said that they were very involved in the moving process and were asked whether they preferred en suite shower or bathing facilities as well as how they wanted their room to be decorated. During this visit one service user showed the inspector his room, which had been painted and furnished to suit his taste. He said that he really liked his bedroom and said that the house was nice and big. The premises were inspected by the local fire service and by the environmental health department in 2005 as part of the registration process for the house and had met with their requirements. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 18 Furniture and fittings within the house were of reasonable quality but some areas had been subject to considerable wear and tear. Some improvements have been made to the environment since the last inspection for example a cupboard had been repaired in the laundry and new flooring has been laid. There are still some improvements to be made for example flooring needs to be replaced in one of the lounges as it is stained and some kitchen cupboards need to be repaired. The manager she has proposed that the whole of the ground floor should be refurbished and is confident that this will happen in the near future. As there has been some improvements made and others yet to be made are scheduled to be done and are mainly of a cosmetic nature, it was agreed that the improvement of the environment would not be made a requirement One staff asked said that it would improve the home if washable paint were used on walls so that they could be more readily cleaned. The bathrooms and toilets seen in the home were supplied with paper towels and liquid soap to control the spread of possible infection. The pre inspection information supplied states that infection control policy and procedures are in place. The inspector observed that gloves and disposable apron were available in the home. Staff confirmed that they are trained in health and safety issues, including infection control. Training records seen also reflected this The Whispers DS0000012100.V324974.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): 32,34 and 35 Quality in this outcome area is good. There are sufficient staff on duty to support residents effectively. Training provided for staff is appropriate. Recruitment procedures are thorough. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff said that morale is very good, that staff work together well as a team. Two team members spoken with both said that they loved working at The Whispers and were clearly very motivated to provide a good service. The pre inspection questionnaire says that staffing levels have changed since last inspection report. Care hours are now 580 per week. This means that 4 staff are on duty during the day. There is one waking night staff and one staff member sleeps in. Staff spoken with felt that there were enough staff on duty to meet the needs of current residents. It was observed that there were sufficient staff on the day of the visit to enable each service user to pursue their chosen activity. Records show that eight staff have left since the last inspection, three of whom were bank staff. Six permanent members of staff have been recruited in the past year, as well as five regular bank staff. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 20 One staff asked confirmed that staff meetings are held. Minutes of the most recent meeting were seen. This took place in November 2006 and had been attended by 7 staff members. Those that had not attended had signed to say that they had read the minutes of the meeting. Staff also said that they have supervision sessions. Within the staff files seen there was evidence of supervision having been undertaken The staff spoken with felt that the recruitment process within the home is thorough. One new staff member said that they had been given a lot of information and could spend time getting to know service users. Previous inspections have found evidence that all relevant checks are made on new staff. One record of a newly appointed staff member was checked to ensure that this is still the case. There was evidence that satisfactory Criminal Records Bureau check had been received, of a completed application form, evidence of identification and details of training that had been completed. The manager said that she had seen two satisfactory written references for the person concerned, although she was awaiting copies of them from central office. It was discussed with the manager that she needs to ensure that copies of all staff records as listed in Schedule 4 of the Care Homes Regulations 2001 are kept at the home. She was aware of this and written evidence was seen that she was already in the process of following this up. All new staff have a five day induction training programme. Records show that this includes all basic health and safety topics, protection of vulnerable adults and communication issues. There is also a structured induction pack that all staff complete at the home with the manager. Staff asked said that they felt that the training provided for them was good and enabled them to carry out their job effectively. They said that they felt confident to handle challenging situations and confirmed that they had completed a course in non-violent intervention. The pre inspection questionnaire lists staff training in last 12 months as autism, in house medication, protection of vulnerable adults, first aid, fire, person centred planning, health and safety, non violent intervention, food hygiene and mental health awareness. The staff training and development plan for the year 2007 was seen and this. included a training needs analysis for the home. Subjects to be covered included communication issues, as well as refreshers for all staff that need it in subjects already mentioned. Records show that currently 20 of staff hold an NVQ 2 or above in care this is a decline from previous visits. The manager explained that there have been a number of new staff recruited recently. . The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 21 The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 22 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): 37,39 and 42 Quality in this outcome area is good The home is well managed and the quality of the service is effectively monitored. Good systems are in place to help to protect the health and safety of service users This judgement has been made using available evidence including a visit to this service. EVIDENCE: Staff said that the manager and senior staff are very approachable. The registered manager is Katherine Stubbs. She has over 10 years of experience of working with people with learning disabilities. She is currently working through her occupational National Vocational Qualification level 4 in Care and has already completed her Registered Manager’s Award. She The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 23 undertakes regular training and through discussion she demonstrated a high level of commitment and a good understanding of her role. The quality of the service is monitored in a number of ways: On the day of the visit staff were observed to consult with service users on an informal basis. There are monthly questionnaires completed with each service user, two were seen on file. These ask what they are happy with, if there is anything that they would like to change, or anything that they are not happy with. There is an annual service review. One was seen for the year 2006. It had been completed by a senior manager of Milbury. Service users general comments reflected in this review were that “they liked the staff and could talk to them and have their needs met. All service users felt that they could have what they wanted in activities and food but sometimes chose not to” The development plan includes outcomes and action points. There is also a monthly visit to the home by a senior manager to review the service provided. A written report is completed following these visits. One seen dated September 2006, indicated that the views of service users and staff had been included and any environmental issues had been considered. Records of complaints had been looked at to ensure that they were up to date. Other records had also been reviewed; these included emergency lighting checks and water temperatures. Throughout the year family and health professional are invited to comment on the quality of the service at reviews of care needs. Some policies and procedures are in a shortened format and large print to make them easier for service users to understand. There is evidence that policies are being followed, for example, the quality assurance document states that all new staff would be encouraged to read relevant policies and procedures and on the day of the visit one new staff member was observed to be doing so. The pre inspection questionnaire confirms that fire electrical and gas equipment has been recently checked and serviced. Assessments regarding the Control of Hazardous substances (COSHH) have also been completed. The most recent fire drill took place in Oct 06 . Records seen on the day of the visit indicated that fridge freezer temperatures and checked every day and that hot food is probed to ensure that it can be served safely. As discussed in previous sections all staff have training and updates in health and safety matters. The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 24 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 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 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 3 X 3 X 3 X X 3 X The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 25 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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations The Whispers DS0000012100.V324974.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Hampshire Office 4th Floor Overline House Blechynden Terrace Southampton SO15 1GW 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 Whispers DS0000012100.V324974.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!