Inspection on 24/07/07 for Whitby Dene

This inspection was carried out on 24th July 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

Whitby Dene 13/12/06

Whitby Dene 13/07/06

Whitby Dene 10/11/05

Whitby Dene 06/06/05

Whitby Dene 10/01/05

Whitby Dene 17/05/04

Whitby Dene 22/01/04

Whitby Dene 01/07/03

Similar services:

Henry Nihill House

Birchwood

The Infirmary

Orchard House Nursing Home

St Josephs Rest Home

Red Court Nursing Home

Spinney (The)

Queen Elizabeth House

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

CARE HOMES FOR OLDER PEOPLE Whitby Dene 316 Whitby Road Eastcote Ruislip Middlesex HA4 9EE Lead Inspector Susan Woolnough-Singh Key Unannounced Inspection 10:00 24th July, 8 August, 18th August 2007 th X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whitby Dene Address 316 Whitby Road Eastcote Ruislip Middlesex HA4 9EE 020 8868 3712 0208 866 6792 manager.whitbydene@careuk.com manager.burroughs@careuk.com Care UK Community Partnerships Limited 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) Ms Razia Mehdiali Ghoghai Care Home 60 Category(ies) of Dementia (0), Old age, not falling within any registration, with number other category (0) of places Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 30 Older People (OP) 20 Dementia (DE) 10 Intermediate Care Beds Date of last inspection 13th December 2006 Brief Description of the Service: Whitby Dene is a purpose built care home owned and managed by Care UK. Located in a residential area of Eastcote, there are local shops within walking distance and Eastcote Station and shops are under a mile away. The home provides personal care and support for sixty older people. The ground floor has a 20-bed dementia unit and a 10-bed Intermediate Care unit, which offers short-term rehabilitation. The first floor has accommodation for 30 frail older people. Two respite beds and one emergency bed are retained. There is a large enclosed garden and ample car parking. Each unit has its own dining room and lounges. All bedrooms have single occupancy, with en suite toilet and washbasin. There are assisted bathrooms and toilets in all areas. The home’s current staffing establishment is a Registered Manager, six team leaders, and a team of senior carers, day and night support workers, an activities organiser, catering and domestic staff. A handyman and an administrator are also employed. Support workers from the home, a physiotherapist, funded by the Primary Care Trust, and an occupational therapist, funded by the London Borough of Hillingdon Social Services, staff the Intermediate Care Unit. Regular visits from health professionals are also made to this unit in connection with providing support for the rehabilitative work. District nurses visit all areas of the home to give nursing input such as wound care, the monitoring of diabetes and other health care needs. General practitioners, dentists, opticians and chiropodists from the community are accessed as required. The fees range from £425 per week to £522 for respite care. Forty-five of the fifty permanent places are funded by the London Borough of Hillingdon and the remaining five by the London Borough of Harrow. There are no privately funded places. The Primary Care Trust commissions the ten Intermediate Care beds. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection commenced on 24th July 2007 from 10.15am to 4.30pm. Additional visits were made on the 8th August, from 11.30 am to 7.00pm and the 18th August from 11.30 am to 12.00. The Registered Manager was present on the first two occasions. The inspection process took a total of thirteen hours. The purpose of this unannounced inspection was to assess all of the Key National Minimum Standards for Older People and ensure compliance with Statutory Requirements made at the last inspection, which took place on the 13th December 2006. The Inspector spoke with people residing on the Intermediate Care Unit and the Unit for elderly frail people. The Inspector spoke with two members of staff. A tour of the building took place, care records staff personnel records and health and safety records were examined. The Registered Manager provided the Inspector with documents relating to staff training and business development by electronic mail, to be used as part of the inspection process. On the first day of the inspection fifty-five people were living at Whitby Dene. This number fluctuated during the inspection process, mainly due to people being discharged from the Intermediate Care Unit. What the service does well: What has improved since the last inspection? Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 6 The Registered Manager had clearly endeavoured to ensure that all the National Minimum Standards are met by the home. The records sampled on the computer care planning system were up to date and detailed enough to ensure that the needs of people using the service are clear to care staff. The standards of hygiene in the home suggested that sufficient housekeeping staff were being employed. An activity organiser has been employed to take t he lead in planning social activities. Menus are now available and displayed in dining rooms. 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. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 3 and 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who move into the home have their care needs assessed. People who are assessed as requiring intermediate care are supported to maintain their independence. EVIDENCE: The files of six people who use the service were examined these contained the appropriate assessments of peoples care needs on entering the home. The home offers Intermediate Care for people who require additional assistance prior to going home once they are discharged from hospital. People stay in the home for up to six weeks with the support of a physiotherapist and occupational therapist. A Nurse Practitioner is allocated to the home and offers Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 9 nursing support. The Intermediate Care unit has a kitchenette where people can make drinks and snacks. The Inspector spoke with four people in the lounge of the Intermediate Care Unit; they spoke very positively of their experience at Whitby Dene. People said they received the support they needed and were able to maintain a certain amount of independence, for instance making breakfast and doing their own washing. Activities were mentioned as being on offer but a routine is not imposed. One person said he/she had put weight and his/her general health had improved. People commented that there is a good ‘follow up’ service when they leave Whitby Dene. Staff make an assessment of their home with regard to mobility and access and advice is given on health and safety. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9.10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A plan of care is available for each person who uses the service. The computerised records had been kept up to date and were detailed enough to give guidance on the care required. The system in the opinion of the Inspector is efficient and provides clear records. Records sampled and people spoken with said that health care and personal needs were individually catered for. There are systems in place for the safe administration of medication. EVIDENCE: The home uses a computerised system for care planning and recording. The care plan covers the physical, emotional and social needs of people using the service. The Inspector viewed on the system the care plans and monitoring sheets of six people, two from each category. There had been an Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 11 improvement in monitoring procedures and recording since the last inspection according to the records sampled. Assessments of all aspects of daily living had been completed. The assessments covered moving and handling, mobility, diet and nutrition, tissue viability, continence and mental state. The six records examined had up to date assessment information. The Care plans contained information on health, personal care, social care and mobility. Health care needs were detailed in the care plan and also a record of how these are monitored. Some of the areas covered in people’s care notes indicated that health needs were being monitored, as were the record of health care professional visits and the outcome of these. People spoken with at the Inspection indicated that they were treated with dignity by staff. People spoken with said that staff were helpful; although one person spoken with said home was preferable and he/she was not satisfied with being in residential care. The medication room and medication administration records were checked on one unit. A blister pack system of medication administration is used; this is supplied by a local Pharmacy. The medication cabinet seen was found to be in order, a separated locked cabinet is available for controlled drugs. The Inspector saw the record used to book in new medication and return unused medication. A form for monitoring the administration of medication and ensuring all the necessary procedures are carried out has been developed since the last inspection. This is completed by Team Leaders. The General Practitioner reviews medication and this is recorded on the Care Plan IT programme. Staff receive in house training on safe practice in medication matters and the Inspector saw a record and workbook used for the training. This is done by distance learning and use of a work/textbook. Staff are tested on their knowledge and assessed. The senior member of staff spoken with felt that the training was interesting and worthwhile. The time that medication is administered for people who are receiving respite care is not changed to fit in with the general time for administration. Their ‘home’ routine’ is followed which allows people to remain with in their own domestic routine. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,15, Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. An activities programme is in place. People spoken with were generally satisfied with arrangements made for daily living at Whitby Dene. People are able to receive visitors when they wish. People receive a choice of meals in a pleasant environment. EVIDENCE: Improvements have been made to the planning of activities since the last inspection. An Activities Leader is now employed for thirty hours a week. Staff are also involved in offering activities which are planned and set out by the Activity Leader. Service users spoken with confirmed that activities were offered. People mentioned a Barbeque, which had taken place recently and said that staff worked really hard. Bingo, quizzes and exercise were also mentioned. One person said that he/she was not really interested in participating. An Amateur Art Group had been set up recently. Participation in activities is recorded on the IT Care Plan system and displayed in the Units. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 13 At the time of the inspection service users were white British. Asian Elders had used the home for respite care only. Holy Communion takes place in the home once a week. People are able to make choices with regard to the routines of daily living within the home, although there are set meal times meals can be taken in the bedroom. People are able to maintain contact with family and friends. People spoken with confirmed this. The inspector observed that the home was very busy with visitors especially on the Saturday morning inspection visit. Menus are now displayed in the dining room; there are plans to further improve these by including photographs to show what is on offer. There is a choice at lunchtime. The menu’s were varied and offered mainly traditional British dishes. The Inspector was informed that Asian elders who use the service are offered authentic food. Care staff have advised the cook on how best to prepare this. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A clear and accessible complaint procedure is available. Although training is offered to staff on the Protection of Vulnerable Adults it was not possible to assess who had received this training, as names and dates for participation were not available. EVIDENCE: The home has a complaints procedure, which is displayed on each unit. This includes the timescales and the relevant contact details. The Inspector looked at the complaints log, no complaints had been recorded since the last inspection. The home had assisted a person who used the service to make a complaint with regard to another service. The Registered Manager is responsible for the investigation of complaints. At the time of the last inspection training was being arranged for all staff to attend London Borough of Hillingdon Protection of Vulnerable Adults Training. The spreadsheet of staff training dates did not cover POVA training. The Inspector has been unable to assess the extent to which this training has been offered. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 23, 24, 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A safe and well maintained home is provided. The home is personalised and attractive due to the work that has been done to make an interesting environment for people who use the service. Bedrooms are comfortable and personalised; people and their families are encouraged to bring in items from home. The home is clean and hygienic. EVIDENCE: The home has sufficient lounges, dining rooms and small sitting areas for people to have a choice of where they spend their time. The rooms are Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 16 pleasantly furnished and comfortable. One bedroom seen was in the opinion of the Inspector very homely and personalised with family photographs and objects. Each bedroom has its own en-suite toilet and washbasin and there are assisted bathrooms close by in each area of the home. Bedrooms are large enough to have sufficient seating to enter visitors and there are some communal areas, which could be used for this purpose. The home is divided into three units, Intermediate Care, Elderly Frail and a Unit for people with Dementia. Work had gone into making the Dementia unit very attractive. The corridors had been decorated with pictures of birds, butterflies and different shapes. There are separate seating areas with books depicting ‘past time’ scenes. There are two lounges on this unit; one is a sensory room with a fish tank and other multi coloured objects/lights. There is a picture gallery at one end of the unit with black and white photographs of famous people and London landmarks. The home was clean and tidy throughout. There was a faint odour of urine in some bedroom corridor areas. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a set shift pattern of numbers of staff on duty at all times. This needs to be kept under review. NVQ Training is offered to staff. The Inspector was unable to assess the number of staff who had completed this. The appropriate recruitment procedures are in place for the protection of people who use the service. Staff receive induction training and health and safety training to enable them to carry out their roles as carers. Some minor improvements need to be made to improve staff training. EVIDENCE: The Registered Manager provided the Inspector with spreadsheet details of personnel and staff training. On each shift there are up to care three staff for up to thirty people on the first floor. On the ground floor there are three staff in the twenty-bed unit for people with dementia and two staff allocated to the Intermediate Care unit. The number of people using the service fluctuates due to the Intermediate Care Unit. Dependency levels also change. On the three Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 18 inspection visits there was no evidence to suggest staff were unable to complete their tasks. However, it is to be recommended that people and their relatives are asked for their perspective on staffing levels on the Customer Satisfaction Survey. (Please see standard 33.) Six staff for domestic work are employed, one chef and kitchen assistant an administrator and maintenance person. A team leader is allocated to each of the floor, on each shift to oversee the supervision of staff, management of the unit and to monitor support and care. Team Leaders are involved in the assessment of people who are referred to the service. There are four staff and a team leader during the night. In the absence of the Registered Manager the Team Leaders are responsible for the home. The Inspector spoke with three staff. Staff talked of the activities on offer, and staff training. Staff said they enjoyed their work. The recruitment files of two new members of staff were seen. The required documents were on file. These included identify verification, application forms, references, health checks and Criminal Records Bureau Checks. Staff had received Induction training. The Inspector was informed that the new staff induction involves completing the induction standards, which are multi choice questions on a specific computer programme. The Inspector was able to look at this programme. Staff also receive training in fire safety and moving and handling health and safety and food hygiene. Not all senior carers and team leaders had received training in first aid. This information was taken from the spreadsheets provided. Staff are given the opportunity to undertake NVQ training. The Inspector was unable to assess the percentage of staff who had done this as the information was not on the spreadsheets. It is recommended that this information be forwarded to the Inspector. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Registered Manager has the competence, experience and qualifications to manage the home in the best interests of the people who use the service. Good quality monitoring systems are in place whereby the strengths and weaknesses of the home are identified. There are systems in place for the management of people’s personal allowance. Arrangements are made for the monitoring of health and safety practice. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 20 EVIDENCE: The Manager was registered with the Commission for Social Care Inspection in 2004. The Manager has NVQ level 2,3 & 4 and the Registered Managers Award. The Registered Manager monitors the care provided in the home and there is a development plan. A customer satisfaction survey for relatives and friends was completed in May 2007. This covers relationships between staff and people who use the service and the provision of services generally. Fifty five surveys were sent out and twenty seven were retuned. The scores are presented in a pie chart format. Overall the survey indicates that relatives and friends are very satisfied with Whitby Dene. The highest level of satisfaction depicted is that staff are polite and approachable (97 ). The highest level of dissatisfaction is that there is not enough to do to prevent boredom (11 ). A business plan was also completed in May 2007. This sets out the development of the home and a strengths and weaknesses analysis has been completed. The plan identifies working relationships, training and facilities as strengths. A financial plan is included in this. Improvements to be made are better support for relatives and staff development. The Registered Manger completed the Annual Quality Assurance Assessment. This has been finished in detail and sets out how the National Minimum Standards are being met with targets for improvement. The Inspector met with the administrator to discuss the management of personal fiancé for people who use the service. The administration of these takes place at Care UK Head Office. People receive a personal allowance; the Inspector saw a record of this, which is managed by the administrator. Expenditure is recorded with receipts and a balance. The person using the service signs for the transactions if possible. The majority of people who use the service, apart from one exception, are not responsible for managing their own finances. This does not apply to the Intermediate Care Unit. The last financial audit by a Care UK external manager took place in September 2006. Information is available with regard to health and safety. There is a health and safety policy and a manual for staff. A record was seen on the monthly health and safety tour completed by the Registered Manager and the maintenance person. The Inspector was informed that a new system was to be set up whereby an external facilities manager would complete a regular health and safety audit. The Inspector sampled service records, fire safety records and risk assessments. Safety checks with regard to these were satisfactory. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X x 3 HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 2 3 3 X X 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 3 3 X X 3 Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP18 Regulation 13 (1) (6) Requirement The Registered Manager must be able to demonstrate staff have received training in the Protection of Vulnerable Adults. The Registered Manager must ensure that the level of senior staff with first aid training is adequate to ensure suitably qualified staff are available. Timescale for action 01/11/07 2. OP30 18 (1) (a) 01/11/07 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP33 OP28 Good Practice Recommendations Views are sought from people who use the service, relatives and friends about their satisfaction with staffing levels in the home. Information on the number of staff who have undertaken NVQ training should be made available to the Inspector. Whitby Dene DS0000027127.V341454.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection West London Local Office 11th Floor, West Wing 26-28 Hammersmith Grove London W6 7SE National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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