Inspection on 06/06/08 for Walterton Road (Flat A&B)

This inspection was carried out on 6th June 2008.

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

The inspector found no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Walterton Road (Flat A&B) 27/04/07

Walterton Road (Flat A&B) 11/05/06

Walterton Road (Flat A&B) 18/11/05

Walterton Road (Flat A&B) 20/04/05

Walterton Road (Flat A&B) 03/11/04

Walterton Road (Flat A&B) 13/05/04

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Norbury Crescent (30)

Edenvale

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Chatsworth Care - Dawson House

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Chatsworth Care - Tudor Lodge

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Extracts from inspection reports are licensed from CQC, this page was updated on 27/03/2009.

CARE HOME ADULTS 18-65 Walterton Road (Flat A&B) 65 Walterton Road London W9 3PF Lead Inspector Wynne Price-Rees Key Unannounced Inspection 6th June 2008 10:30 Walterton Road (Flat A&B) DS0000042266.V365776.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 Walterton Road (Flat A&B) DS0000042266.V365776.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. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Walterton Road (Flat A&B) Address 65 Walterton Road London W9 3PF 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 7289 0533 The Westminster Society for People with Learning Disabilities Care Home 10 Category(ies) of Learning disability (10) registration, with number of places Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: 2. Learning disability - Code LD The maximum number of service users who can be accommodated is:10 27th April 2007 Date of last inspection Brief Description of the Service: The home is located in the Maida Vale area with easy access to transport and local amenities including shops. It is registered to provide support for up to ten younger adults with learning disabilities and the accommodation has a lift and is located on the ground and first floors. There are currently no vacancies. The building is in a Victorian terraced suburban street and blends in with its surroundings. Fees chargeable can be obtained from the Westminster Society for People with learning Disabilities that run the home. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This key inspection was unannounced and took place over six hours on the 6th and 9th of June 2008. Five residents’ files were case tracked, records and procedures checked, care practices observed and a premises tour carried out. The information was then triangulated with that recorded since the previous key inspection to determine the home’s new quality rating. People who use the service were present during the inspection. Due to differing levels of communication skills the Inspector focused on care practice observation rather than gaining direct views of people who use the service, in some instances to identify if their wishes and needs were met. An AQAA had not been completed when the inspection took place, as it had not been requested by CSCI. An AQAA is an annual quality assurance assessment carried out by the home. Information from regulation 26 provider visits and Regulation 37 notifications forwarded was used to triangulate evidence found during the inspection. What the service does well: The home provides a good variety of activities for people who use the service to choose from, that are provided by a well-motivated, professional staff team who have their best interests at heart. This is within a comfortable, safe and friendly atmosphere. Choice is the underpinning philosophy and people are well supported to make them. A new questionnaire has been developed with the client consultation group that is focussed on what people think their perfect home would be. This will help focus on if the needs of the individual and people who use the service throughout the organisation are being met. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 6 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. Walterton Road (Flat A&B) DS0000042266.V365776.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 Walterton Road (Flat A&B) DS0000042266.V365776.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. People who use the service experience good outcomes in this area. They are fully assessed prior to moving in and they and their relations are able to visit to see if the service is what they need and want as part of the assessment procedure. The statement of purpose and service-user guide is being updated. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “I decided I wanted to move in from my old home”. “I visited before I moved in”. Two new people have moved in since the last inspection and the assessment information contained on their files demonstrated that the organisation’s assessment procedure had been followed and met the requirements of the key standard. Staff also verbally described the procedure that agreed with the written procedure. As well as general information including health, there was a breakdown of weekly support needs that made it easier to identify if they could be met. Risk assessments were also carried out as part of the process and these were reviewed and updated once the person had moved in. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 9 The initial assessment has been simplified to make it easier for people who use the service to be involved in it. The organisation is also reviewing the procedure wording to make it even more accessible to people and promote their participation. A person who uses the service confirmed they had visited the home a number of times before moving in. Most people have been at the home for a considerable period of time and moved in together from another home in the organisation that had closed. The home’s statement of purpose and service-user guide are being updated to reflect the current staff team. The home does not provide emergency placements. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9. Quality in this outcome area is good. People who use this service experience good outcomes in this area. The quality of the care plans of people who use the service varied. Some had enabling care plans, under-pinned by risk assessments whilst others were less developed and not complete. Any expenditure on behalf of people who use the service is correctly recorded meaning their finances are safe guarded. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “I have my own care plan and am involved in it”. “I do my care plan with my carer”. “I decide what I do”. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 11 Care plans for new people are based on initial assessment information that is then developed as they settle in. One person arrived in September 2007 and their care plan started in November. This is scheduled for a full review in June 2008. Placement reviews also take place annually. A sample of five care plans demonstrated that the quality of recording and participation of people who use the service varied. In some instances this was because of the level of communication skills of the individual and their wish to participate or not. Although the service is registered as one home, the staff teams on each floor operate independently of each other and this means the level of care plan development varies depending on which floor a person lives on as well as the staff member updating the care plan. This combined with level of communication skills also affects the level of participation in care planning of the person using the service. Some care plans contained up to date regularly reviewed information whereas others had not been updated for a period of time. The last log review update on one file was dated December 07, when they are supposed to be reviewed monthly. Another file contained a person centred plan for 2008 in combined pictorial and written format enabling the person to be fully involved. It identified one aim as enrolling in a college course and the activities book and review minutes evidenced that this had been achieved. There are a number of files for each person using the service that are focused on specific areas such as health, all about me, support I need and how, likes and dislikes, finance and moving and transition. These were reviewed monthly and underpinned by risk assessments. A dental nurse who showed them different methods to clean their teeth visited one person. This was recorded and updated on the support plan. Daily logs inform the monthly reviews and these are being developed to encourage people who use the service to participate more and if possible make entries themselves. Again the quality of information recorded varied from individual to individual. The staff team have regular contact with those who provide day centre services that people attend and this enables them to incorporate further information into the care plans regarding activities outside the home. Some people who use the service had also developed a communication passport although this wasn’t in place for everyone whose support needs indicated they might need one. The communication passports seen outlined and clarified what people are saying, what they want, need and if they don’t want to talk enabling staff to respond to needs more quickly. Staff said this was particularly affective when one person had to have a hospital stay recently as it meant that the hospital staff could more clearly identify needs. All people who use the service have individual bank accounts that require two counter signatories. Any financial transactions carried out on behalf of a person using the service records deposit, withdrawal and balance. These records are audited as part of regulation 26 visits and the organisation’s head of finance also does a specific financial audit. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17. Quality in this outcome area is good. People who use this service experience good outcomes in this area. They are enabled to follow their chosen lifestyle and take part in activities they wish to within a supportive and encouraging environment. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “I have been to the park through the gate”. “I go to the shop to pick up a bottle of coke”. “I go out with my volunteer Naz”. “I went shopping for the house and got the van for the trip”. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 13 “I went to city living got shown around and met people there. I’m going again”. “I am going out more and more”. “I sit in the garden, do football, gardening and use my exercise bike”. “I don’t want to go out”. “I want to go on holiday with Justin”. People who use the service have access to a number of activities to choose from provided by the home and day centres they attend. These are incorporated within their care plans and risk assessed. Activities take place on an individual and group basis depending on nature and choice. They make good use of local facilities such as shops, restaurants and parks. Trips out with other people using day centres are also well attended. People are encouraged to develop their life skills by joining in tasks around the house. One person was helping with the washing up and another made the Inspector a cup of tea during the inspection. Families and friends are also encouraged to visit, at times convenient to the people living at the home and they are encouraged to visit them. One person’s holiday arrangements’ was being finalised, during the inspection, as they had decided where they wanted to go. Observation and documentation showed meals and mealtimes are flexible and tailored to the lifestyle needs and choice of the individual. Healthy eating is promoted and encouraged with diets monitored. Good care practices were observed with people using the service encouraged to participate in the inspection process and their views being actively sought by staff. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20. Quality in this outcome area is good. People who use this service experience good outcomes in this area. They receive personal support as part of the care planning process and it is provided in private. Gender preference is adhered to where possible. Physical and emotional health needs are met and medication suitably administered and recorded by trained staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “I went to the Doctor’s to get medicine for my chest”. People who use the service are all registered with a GP and have access to community based health care services. Everyone has a separate health care action plan and staff have been trained in how to deliver appropriate personal and health care. This is included as part of induction training with mandatory annual refresher courses provided. This is also monitored as part of monthly regulation 26 proprietor visits. The health care plans seen were up to date and regularly reviewed with any changing needs recorded and the GP informed. An in depth action plan review Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 15 takes place annually. The plans also included medical liaison record sheets. The care plans followed the organisations written policy and procedure. There is a medication administration policy and procedure with only staff trained to do so administering medication. The Boots blister pack system is used for repeat prescriptions, medication is appropriately stored and a lockable cupboard and MARR sheets are double signed to reduce possible errors. There are no controlled drugs on the premises. The district nurse has provided Insulin training. The MARR sheets were checked for everyone using the service and appropriately completed. A previous mistake in medication had been reported by Regulation 37 notification, investigated and appropriate action taken. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23. Quality in this outcome area is good. People who use this service experience good outcomes in this area. They are able to make complaints that are listened to, documented and acted upon with outcomes recorded. They are protected from abuse and harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: There is a written complaints policy and procedure available in a combination of written and pictorial form to make it easier for people to use. It states that complaints will be fully investigated and responded to within 28 days. The records kept indicated that the procedure was being followed. There has been one complaint since the last inspection. This had been logged on the computerised system with action taken, outcome and timescales. There is an adult protection policy and procedure that staff confirmed they had been made aware of and followed. This identified organisations’ that must be contacted and specific teams within those organisations. Abuse identification and action to take if encountered is included as part of staff core induction training. One POVA issue was recorded since the last inspection that is currently under investigation with a closure meeting scheduled for 10th July. All staff are CRB and POVA cleared prior to starting work. Walterton Road (Flat A&B) DS0000042266.V365776.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. People who use this service experience good outcomes in this area. They are provided with a safe, well-maintained and decorated environment to live in that they enjoy. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “I like living here”. The home’s physical environment is safe and matches its stated purpose. A tour of the building showed that residents are provided with a homely, warm and comfortable environment to live in. It is well furnished with people choosing the décor in their own rooms and jointly choosing it in communal areas. There is also a back garden and lounge areas on each floor that is big enough to accommodate people when carrying out activities. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 18 There has been an on-going problem with the hot water on the ground floor that documentation showed has been reported with engineers coming out seven times. People on the ground floor have been offered the opportunity to use the upstairs facilities, accessing them by lift whilst it was being fixed. Otherwise hot water was provided in their rooms although this was not ideal. An engineer came during the second inspection day and the problem now seems to be permanently repaired. The home was clean, tidy and odour free. Walterton Road (Flat A&B) DS0000042266.V365776.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. People who use this service experience good outcomes in this area. Efficient, qualified & capable staff, who have been appropriately vetted are in sufficient numbers to meet the needs of people using the service ensuring that they are well supported and enabled to follow the activities and lifestyle of their choice. This judgement has been made using available evidence including a visit to this service. EVIDENCE: “Staff help me”. They are nice and kind”. Staff observed during the inspection provided a good level of care practice focused on the individual, their needs and wishes by asking what people wanted, listening and them enabling them to carry things out what they wanted to do. This was done in a caring and professional manner. A staff member encouraged one person to actively take part in the inspection process asking them to come and sit down at the table and put their point of view across. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 20 The rota demonstrated that there was enough staff on duty at all times to meet the needs of people using the service. Staff receive thorough induction training prior to starting work that meets the required standard. A three-day organisation induction takes place that is followed by a three monthly house induction. Progress is reviewed after one month and then at the end of the three-month period. There is also a rolling training programme that they are included on when specific areas of training needs are identified during supervision. This includes mandatory training as well as service specific training required and identified by the team in consultation with the organisation. Training attended was documented and an essential staff training needs request submitted the day before the inspection. Sixty-one percent of the staff team have achieved NVQ level 2 or above. The project has a comprehensive and robust recruitment procedure that is based on equal opportunities and meets the requirements of the standard. Copies of staff contracts that include employment terms and condition are held by the organisation’s HR department. Staff performance is reviewed three and six monthly in their first year of employment and annually there after. There are also annual appraisals. All staff have been CRB and POVA. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42. Quality in this outcome area is good. People who use this service experience good outcomes in this area. The home is well managed in the best interests of people who use the service enabling them to pursue their lives the way they wish. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Currently the home has two team leaders, one responsible for each floor. One is moving to another project within the organisation and the post has been recruited to. A new Care Manager has been identified and is going through the registration procedure. The Head of Registered Care is covering the post until the appointment is made. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 22 There is a comprehensive quality assurance system in place with measurable performance indicators. This includes monthly regulation 26 visits and feedback from people using the service. The regulation 26 reports now separate out action plans to address any service shortfalls identified. Regular commissioning visits also take place from the local authority. A new questionnaire has been developed after consultation with the client consultation group that has decided to explore peoples’ dream house. This covered where it would be, what it would be, type of rooms wanted, whom they wanted to live with and type of support needed. There were written and pictorial versions to make them easier for people to use. The information has been broken down to use for the individual and centrally to see if the organisation is delivering the service people want and need. It also identified whom people wanted the information shared with. One person was on video, with their permission filling out the questionnaire and a copy of this was given to them. The home has a fire evacuation plan that is regularly reviewed, fire points are checked weekly in sequence, drill take place monthly and PATT tests six monthly. There are building risk assessments and annual COSSH and RIDDOR reviews in place. Accidents and incidents were fully documented and reviewed to identify any emerging patterns that required addressing. There were temporary fire risk assessments in place until the company contracted with carries out a full audit in July. The procedure in the event of fire was out of date regarding people to contact and needs updating. Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 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 2 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 Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 24 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA2 Regulation 6 Requirement Timescale for action 01/08/08 2. YA6 15 (2) The statement of purpose and service-user guide must be updated to reflect the current staff team. The home must attempt to 01/09/08 ensure that care plan development is uniform throughout the home and all files are up to date. The procedure in the event of fire was out of date regarding people to contact and must be updated. The home must make sure that hot water is available to people using the service at all times. 01/07/08 3. YA40 23 (4) (a) 4. YA24 23 (2) (j) 09/06/08 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 Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG 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 Walterton Road (Flat A&B) DS0000042266.V365776.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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