Inspection on 25/09/08 for The Wight House Care Home

This inspection was carried out on 25th September 2008.

CSCI found this care home to be providing an Adequate service.

The inspector found no outstanding requirements from the previous inspection report, but made 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

The Wight House Care Home 05/08/09

The Wight House Care Home 24/02/09

The Wight House Care Home 01/04/08

Similar services:

St Vincents

The Cotswold Home

Winton House

Newbeech House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 17/12/2008.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Wight House Care Home 138 Portsmouth Road Lee on the Solent Hampshire PO13 9AE     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Patricia Trim     Date: 2 5 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 30 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 30 Information about the care home Name of care home: Address: The Wight House Care Home 138 Portsmouth Road Lee on the Solent Hampshire PO13 9AE 02392552291 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Wight House Care Ltd Type of registration: Number of places registered: care home 12 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 12. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) Mental disorder, excluding learning disability or dementia (MD) Old age, not falling within any other category (OP). Date of last inspection Brief description of the care home The Wight House was an existing service purchased by and registered to new providers on 2nd October 2007. The home provides care and accommodation to 12 older persons who may have dementia or mental health needs. Accommodation comprises 10 Care Homes for Older People Page 4 of 30 Over 65 0 0 12 12 12 0 Brief description of the care home bedrooms on two floors. Two rooms are capable of accommodating 2 people who use services, but these are predominantly used as single rooms unless people express a wish to share. There is a stair lift to help people reach the first floor but there are a number of areas that need people to be able to walk up a few steps. Three bedrooms are located on the ground floor. There is a communal lounge and dining room on the ground floor and a small quiet room on the first floor. There is a small garden and patio area. The home is situated very near the seafront, with views of the sea. Local shops and amenities are a short walk away. Care Homes for Older People Page 5 of 30 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The information used to write this report was obtained in the following ways. We looked to see if we had received any complaints about the home and saw that we had not. We also looked at any information the home had given us about what might have happened since we visited. We used some of the information the provider gave us about the home in a form called the Annual Quality Assurance Assessment (AQAA). This is a form the home has to fill out every year to tell us what they are doing to make sure the home gives the people who have used the service the care that they want. Care Homes for Older People Page 6 of 30 Following the last inspection the provider was required to send us an improvement plan, showing how the home planned to meet the requirements made. Some of this information has also been used in this report. A seven and a half hour visit was made to the home by one inspector to carry out a key unannounced inspection. During the visit time was spent talking with five of the people who use the service to get their views about it. There was also an opportunity to get the views of two visitors and three staff who worked in the home. Time was also spent looking at the environment and a random selection of documents. Two people who use the service were case tracked. This means their records were looked at to see how the provider identified their needs and made sure they were met. The fees given for the home at the time of the inspection were from 389.00 to 590.00 pounds sterling per week. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 30 Care Homes for Older People Page 9 of 30 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 30 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People do not have the information they need to make an informed choice about whether to move into the home. A comprehensive pre admission assessment has been introduced, which means anyone wishing to move into the home can be confident they will only be offered a place if their needs can be met. Evidence: The manager said she verbally gave information about the home to people making enquiries but did not have anything current to give them. The statement of purpose is out of date and gives no information about the providers. The manager said the previous responsible individual had taken a copy away to have it updated but this had not yet been returned. Each person has a contract but this had not been reviewed since the new providers took over. Care Homes for Older People Page 11 of 30 Evidence: Following a requirement made at the last inspection, the service has introduced a new assessment tool. This enables the manager to look at all aspects of the persons care needs and daily routines and to make a judgement about whether the person can be offered a place. One person had recently moved into the home. The manager had visited them in hospital to complete the assessment. This looked at what the person could do for themselves and identified what help they would need. For example, the assessment showed that the person was able to wash and dress themselves, but would need help with bathing. The assessment looked at whether the person would need any health care support, such as visits from the district nurse and whether there were any risks, such as a high risk of falls. Care Homes for Older People Page 12 of 30 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans need to be more detailed if the people who use the service are to be confident they will consistently receive their personal care in the way they like it. People who use the service have good access to health care professionals and have their health care needs met. Staff have sufficient training and guidance to enable them to manage medication safely. Evidence: The care plan for the person who recently moved into the home was seen. This was quite basic and did not give clear guidance to staff on how the person should be helped. It did identify what the person could do independently, such as washing and dressing. However, the manager and one member of staff were able to describe the persons preferred daily routine, such as the fact she liked to have breakfast before getting dressed. The manager was aware she needed to develop more detailed care plans to ensure people consistently received their care in the way they liked it. Adult services had Care Homes for Older People Page 13 of 30 Evidence: agreed to send someone to help her develop care plans that reflected personal preferences. The manager used several assessment tools to identify changing needs. For example, one tool looked at activities of daily living. This had been completed for one person and showed that one area of their care needs had changed and they had become more dependent. The care plan had been amended to reflect this change. However, the manager said the same person was having mobility problems. The moving and handling risk assessment had not been reviewed and there was no change to it to reflect the changing need. The current risk assessments are not clear and do not give staff guidance on how to manage any identified risk. The manager said she was aware of this and that adult services had agreed to help her develop a better risk management system that will link to the new assessment process already being used. People who use the service had their health care needs monitored and met. Daily records showed that they were able to regularly see the chiropodist if they wished to and appointments were made to see their doctors and district nurses when necessary. People who use the service said they could ask for a doctors visit and staff were able to raise concerns about peoples health; a district nurse visit was requested for one person. Referrals were also made to other health care professionals such as the continence nurse and community psychiatric nurse. Following a requirement made at the last inspection a new metal medication cupboard has been bought. However, it cannot be used as it needs to be fitted to the wall. The manager explained she was waiting for someone to come and do this. The majority of medication is supplied on a weekly basis by the local pharmacist in a monitored dosage system. The manager checks and records that the supplies are correct. Following a requirement made at the last inspection the manager has consulted with the pharmacist to find an effective way of storing unused medication until it is collected by the pharmacist. A recording system for returning unused medication has been introduced. The manager said only staff that have completed medication training are permitted to give out medication. Two staff spoken with confirmed they had completed a three month long distance learning course. The manager said refresher training was being arranged with the local pharmacist. Staff were observed giving out medication at lunchtime. The person gave it out in Care Homes for Older People Page 14 of 30 Evidence: accordance with the Royal Pharmaceutical guidelines. The medication for one person was checked against the record and found to be correct. People who used the service felt staff had a good understanding of their needs and met them in a way that gave them dignity, privacy and respect. Comments included You never have to wait for anything and staff help me get dressed when I want to. People who use the service said they felt staff treated them with dignity at all times. Peoples preferred form of address is recorded on their care plans and staff were observed using these terms when speaking to people. They were also seen knocking on doors and waiting for permission to enter. Throughout the day staff were seen supporting people with personal care discreetly and at their own pace. Care Homes for Older People Page 15 of 30 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use the service are able to make choices about how they spend their time. The increase in activities offered to people who use the service has improved their quality of life and provided mental stimulation. However, people who use the service need to be actively involved in planning activities so they are based on what people like to do. Evidence: The manager said she tried to complete a brief history of the person moving into the home so that staff had information about their previous life, interests and hobbies. The new assessment recorded information about what people liked to do, but did not record anything about their preferred daily routine. The plan completed for the person who had been admitted using the new assessment form did not include any information about the persons preferred daily routine. However, staff were able to describe this persons preferences in detail. People who use the service felt they were able to make choices about their daily routines. Some chose to have breakfast in their rooms, whilst others liked to come downstairs. People were seen moving freely around the home, spending time in the Care Homes for Older People Page 16 of 30 Evidence: communal areas and in their rooms. One person commented I like to watch films in my room as I like to spend some time alone. The manager said that staff had worked hard since the last inspection to increase the amount of activities offered and to spend more time with the people who used the service. One person said I have seen changes for the better since the previous providers left. A daily record of activities is now kept and showed that some people have been able to play board games, indoor bowls, listen to music and join in singing. Some have been out for occasional short walks with staff. People who use the service also make their own entertainment. Some of the things they said they enjoyed included reading the paper or novels, watching DVDs in their own room, knitting or chatting with each other. The manager said an outside entertainer visited the home on a monthly basis but she was not sure people still enjoyed the visits. The home does not have residents meetings so people do not have the opportunity to be involved in planning an activities programme that meets their needs. People who use the service said their families could visit when they wished. People were seen during the day visiting their relatives or taking them out. Those spoken with said they were always made welcome. The menu plan showed there was a varied and nutritious choice of food offered. People said they usually liked the meals provided and they could have something different if they did not want the main choice. A record was kept any the choices made by the people who used the service. Several people in the home have diabetes. They said they were offered the same food as everyone else, but had puddings with sugar substitute. Care Homes for Older People Page 17 of 30 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The complaints procedure is out of date and needs to be reviewed if people who use the service are to have the information they need to be able to raise concerns. Staff have the training and guidance they need to be able to ensure the risk of abuse is minimised. Evidence: People who use the service said they had no problem raising issues with the manager and were confident she would take action to resolve them. The current complaints procedure has not been reviewed since the new providers took over and does not have up to date information about them. A requirement has been made that this should be done and copies given to the people who use the service. No complaints had been recorded in the complaints log and none had been received by the commission. Following a requirement made at the last inspection, staff have had training about safeguarding adults. Two staff spoken with were able to show they knew what action to take if an allegation of abuse was made to them. They also knew who they could contact to discuss concerns. Care Homes for Older People Page 18 of 30 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is clean but needs to comply with fire regulations if people who use the service are to be kept safe. A programme of renovation needs to be put in place if people are to live in comfortable, well maintained environment. Staff have the training they need to minimise the risk of infection. Evidence: People who use the service said they liked the location of the home, which is near the sea and enjoyed watching what was going on outside. There is one large communal lounge and a dining room. The dining room contains the filing cabinet for the office and is the only place that can be used for meetings. The providers stated in their improvement plan that they are going to build a small office in the grounds so the communal areas are only used for the people who use the service. There is also a very small room on the first floor that could be used as a quiet room, but this is also used for storage. People who use the service are able to have a key to their room if they wish, as it is kept on a hook next to their door. However, they do not have lockable storage in their room so have nowhere to store their valuables. The ground floor bathroom has a panel behind the cistern that is damp and mouldy. Care Homes for Older People Page 19 of 30 Evidence: The manager said she thought the cistern had a crack in it. This needs to be repaired or replaced. There were no paper hand towels available for use. The home has a garden area to the front of the house. The hedges have been cut since the last inspection, but have grown up again. The benches and handrail to the front door have flaking paint on them. The providers said there were plans to improve the garden. The home has outstanding requirements in relation to fire safety issued by Hampshire Fire and Rescue Service. The provider has confirmed these requirements will be met within the timescale given. Compliance is being monitored by Hampshire Fire and Rescue Service. There is a small laundry. The providers said in their improvement plan that this is to be improved as part of the renovation programme. Following a requirement made at the last inspection 12 staff have had infection control training. Care Homes for Older People Page 20 of 30 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. An employment procedure is followed which ensures the risk to people who use the service is minimised. The programme of induction, training and supervision provided enables staff to develop and maintain the skills they need to support people who use the service. Evidence: People who use the service said staff were attentive to their needs. One person commented You never have to wait for anything. Staff were seen throughout the day responding quickly to requests for assistance and there were sufficient staff to meet the needs of the people who currently live in the home. The staff rota showed there were two staff on duty each day. At the time of the visit the manager was acting as staff from 7:30 a.m. till 1:30 p.m. She said that at the moment she had to work as care staff all day Wednesday and for half a day on Thursday. This was because she had insufficient staff to cover these hours. The amount of time the manager has to spend providing care has an impact on the time she has to manage the service. The manager confirmed she would shortly be advertising for more staff, although no firm date was given and was discussing this with the responsible individual. Care Homes for Older People Page 21 of 30 Evidence: One waking and one sleeping night staff cover the night shifts. The home employs a cook and a part time cleaner. Care staff are required to do cleaning as part of their duties when the cleaner is not in. A requirement was made at the last inspection that all the relevant employment checks must be consistently completed. There was evidence these checks had been completed for two new staff, employed since the last inspection. Their records showed they had been required to complete an application form, giving their full employment history and had attended an interview. All the relevant checks, such as Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checks and providing references had been completed. The manager now has a checklist to follow which should make sure the recruitment procedure continues to be consistently followed. Staff were required to complete an induction workbook as part of their induction process. One new member of staff confirmed she had to work 3 shifts shadowing a more experienced person before she could work alone. She said the manager also observed her practice and then signed the workbook to show she had been assessed as competent at the relevant task. The workbooks for the two new staff were seen. Staff said they were given a copy of the Code of Conduct. The manager said that 4 staff had completed their National Vocational Qualification (NVQ) 2. Six staff were enrolled to begin the course on 14/10/08. The home employs a total of 15 care staff. The manager completed a training needs analysis in August 2008 so she could identify what training needed to be planned for the following year. Following a requirement made at the last inspection staff have now had training for manual handling, first aid and infection control. They have also had training about the safeguarding of adults. The manager said refresher medication training was being arranged for November 2008 and further first aid training in March 2009 as this had been identified as necessary for some staff. Care Homes for Older People Page 22 of 30 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Effective methods of planning, monitoring and reviewing need to be introduced so the providers can evaluate service provision to ensure it meets the needs of the people who use the service. The health and safety of people who use the service is compromised by the failure to comply with fire safety regulations. Evidence: The providers stated in their improvement plan that they had appointed a manager, subject to a 3-month trial period, who they planned to put forward for registration. The manager has completed the 3-month trial and is now completing the Registered Managers Award to give her the qualifications and skills she needs as a registered manager. The responsible individual now needs to make arrangements for the manager to submit an application to register with the commission. The manager has also been working with Adult Services to identify training courses that will help her develop her role as manager. They have recommended a number of Care Homes for Older People Page 23 of 30 Evidence: courses and have agreed to help her improve the current care plans. People who use the service said they found the manager approachable and were confident she would address any issues they raised with her. They felt staff were encouraged to spend more time with them joining in social activities. The manager has addressed the requirements relating to the day-to-day management of the home, made in the last inspection report. These included improving the assessment procedure, improving medication practice, ensuring staff had mandatory training and reporting any accidents, injuries or incidents involving people who use the service to the commission. However, there is evidence that the providers are failing to monitor the service they provide or to give the manager the support she needs. A requirement was made at the last inspection that the provider must carry out a monthly visit to the home and provide the manager with a written report. The records showed only two visits to the home since 1/4/08 and there were no written reports relating to them available in the home. A copy of a report dated 11/09/08 was subsequently sent to the commission on 0/10/08. Regulation 26 visits must be carried out every month and a written record of the visit kept in the home. There is no evidence of any quality assurance system in place. People who use the service do not have any opportunity to give feedback about the service they receive through questionnaires or residents meetings. There was no evidence of an annual development plan for the home or maintenance programme, despite evidence that parts of the home need renovation and repair. The statement of purpose, service users guide, complaints procedure and contracts do not contain information about the current provider. The manager had a system for looking after peoples money. A record was kept of any income and expenditure, together with receipts and a member of staff asked to check and sign the record from time to time to confirm the managers records were correct. Family members were also asked to check and sign. One person signed his own records and managed his own finances with staff support. The current storage facility for peoples valuables is insufficient. Despite continued correspondence from Hampshire Fire and Rescue Service the work required had still not been started at the time of the visit. Records showed that staff had not had fire safety training since 3/12/07. The manager said she had asked the providers if she could arrange fire safety training but had not received a definitive Care Homes for Older People Page 24 of 30 Evidence: answer. Following a telephone call to the provider during the inspection visit, it was agreed fire safety training could be arranged and the manager booked it for 3rd October 2008. Other certificates and service contracts were seen that showed regular maintenance of equipment such as stair lifts, testing of small appliances and the heating system. Care Homes for Older People Page 25 of 30 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 30 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 1 4 The Statement of Purpose must be reviewed to ensure it provides accurate and up to date information. An updated copy must be given to people who use the service so that people have up to date information about the service. 01/01/2009 2 16 22 The complaints procedure must be reviewed to ensure it contains accurate and up to date information about the complaints process. This means people will know who to contact within the organisation to make a complaint 01/01/2009 3 19 23 The providers must comply with the requirements made by Hampshire Fire and Rescue Service within the timescale given. 01/11/2008 Care Homes for Older People Page 27 of 30 This is to make sure people who use the service are protected against the risk of fire. 4 19 23 The damaged toilet in the ground floor bathroom must be repaired or replaced This is to provide a comfortable environment for the people who use the service. 5 33 24 The registered person must ensure there is a system that enables them to monitor the day to day running of the home. The system must include methods for people who use the service to give feedback about it. This is so the registered person can evaluate whether the home is being run for the benefit of the people who use the service. 6 38 23 The registered person must, after consultation with the fire authority make arrangements for staff to receive fire safety training. This is so that staff know what action to take in the event of a fire alarm sounding. 01/11/2008 01/01/2009 01/01/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. Care Homes for Older People Page 28 of 30 No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 29 of 30 Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. 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