Inspecting for better lives Key inspection report
Care homes for older people
Name: Address: Whitehall Lodge Residential Care Home 56/112 Whitehall Road Norwich Norfolk NR2 3EW The quality rating for this care home is:
zero star poor 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: Janie Buchanan
Date: 2 4 0 3 2 0 0 9 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. that people have said are important to them: They reflect the things 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 28 Reader Information
Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) 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 28 Information about the care home
Name of care home: Address: Whitehall Lodge Residential Care Home 56/112 Whitehall Road Norwich Norfolk NR2 3EW 01603618332 01603766506 whitehall.lodge@gmail.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Whitehall Care Ltd care home 29 Number of places (if applicable): Under 65 Over 65 29 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 Whitehall Lodge is a registered care home for older people accommodating up to 29 service users. The home comprises three Victorian terraced houses linked together to a further Victorian detached house. The accommodation has three levels and provides 23 single and 3 double rooms, some of which have en suite facilities. There is a rear garden with a patio area and the home is situated in a residential area within walking distance of the local shops and other amenities. The city centre is also within walking distance. Charges for the service vary between £299 and £495 per week depending on peoples needs. A copy of the most recent inspection report is available in the entranceway to the home or can be downloaded via the internet from: www.csci.org Care Homes for Older People Page 4 of 28 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: zero star poor 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: For this inspection we (The Commission for Social Care Inspection) looked at all the information that we had received about the home. This included the annual quality assurance assessment (AQAA) that was sent to us by the home. The AQAA is a self assessment that focuses on how well outcomes are being met for people living in th home. It also gave us some numerical information. We also received 12 surveys from residents, their relatives and staff working there. We visited the home and talked with residents, 3 members of staff and a visiting chiropodist. We checked medication storage and administration and toured the building to check health and safety. We lunched at the home so we could check the quality of food and watch how staff interacted and assisted residents. We also looked at a range Care Homes for Older People
Page 5 of 28 of the homes policies and records. We have made 12 requirements and 3 recommendations as a result of this inspection. 4 requirements are still outstanding from the previous inspection. What the care home does well: What has improved since the last inspection? What they could do better: There is much this home needs to do improve its service, protect its residents and support its staff: All residents, both those who are self funding and those funded by the local authority, must be provided with a specific contract between them and the home thats clearly states the rooms to be occupied, the services covered by the fee, the amount payable and by whom and the cost of any additional services. This is vital if residents are to understand the terms and conditions of their stay at the home. The information in residents care plans must be much more detailed so that staff have the information and guidance they need to provide consistent and comprehensive care for residents. The plans must also be reviewed monthly so that residents changing needs can be monitored. A set of appropriate weighing scales for residents who cant stand unaided must be provided so they can be weighed regularly and their health and nutrition monitored. We found serious shortfalls in the recording and administration of residents medication and this must improve so there is an accurate record of what medication residents have received. All staff must receive training in how to protect vulnerable adults so they have a good understanding of the adult protection procedures in their local area and the part they have to play should the need arise. Information about local procedures and contact details should be advertised around the home so that people know who to contact if they want to report any concerns they have. Overall decoration and maintenance of the home is poor and we identified many issues that must be rectified so that residents live in a safe and well maintained environment that maintains their privacy and dignity. Residents must also be provided with a Care Homes for Older People Page 7 of 28 lockable facility in their bedroom so they can store money, medication and valuables safely. The homes recruitment procedures must improve considerably to ensure that only suitable people are employed to care for vulnerable adults. Proper pre-employment checks must be undertaken to protect residents and staff must be issued with employment contracts so that they are clear about the terms and conditions of their employment. Staff induction and training must also improve so that they have the skills and knowledge and to look after older people. In particular staff must receive training in first aid, moving and handling, fire and infection control so that residents can be better protected from harm. The recording and receipting of residents monies was erratic and must improve so that there is a clear record of how their money is being spent by staff on their behalf. Fire alarms and emergency lighting systems must be tested more frequently to ensure that they work correctly in the event of an emergency. All staff must receive regular fire drill training so they know what to do in the event of a fire in the home. The home must implement quality assurance systems so that residents and their advocates have a chance to comment on the service they receive and how it can be improved. Staff must receive supervision so that their working practices can be discussed, their training needs identified and so they have a chance to raise any concerns they have about the home. There should also be regular staff meetings to keep staff informed of important events and keep them up to date with practice issues. The home has been without a registered manager for over a year and an application to register with us must be submitted so we can assess they have the appropriate experience and skills to run a home for older people. This report has highlighted serious shortfalls in key areas such as medication administration and recording, staff recruitment and training, and fire safety that put residents at great risk. The requirements we have made must be met within the given timescales or we will take enforcement action. 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 28 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 9 of 28 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Resident shave the information they need to choose if the home is right for them, and their needs are assessed before they move in Evidence: Residents who completed our survey told us that they had received enough information about the home before they moved in so they could decide if it was the right place for them. We checked the pre-admission assessments and contracts for three recently admitted residents and all had been assessed by the homes manager or her deputy. Residents who fund their own care do receive a contract stating their terms and conditions of residence. However residents who are funded by the local authority do not receive a contract specifically between them and the home that spells out the room to be occupied, the fees payable and by whom, and the overall care and services
Care Homes for Older People Page 10 of 28 Evidence: covered by the fees. These must be given so that residents know fully the terms and conditions of their stay at the home. Care Homes for Older People Page 11 of 28 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents care plans do not provide enough detailed information so that staff can look after them in a comprehensive and consistent way. The homes poor medication administration procedures do not protect residents. Evidence: We checked the care plans for three residents. Residents needs in relation to their mental and physical health, and daily routines were recoded but the detail was very poor. For example in one plan it stated the resident was: prone to depression. It gave no information about the nature of her depression, what triggered it, how to recognise it and what staff needed to do to address it. In another plan all it stated under personal care was: needs help with all personal care, giving no detail in what help specifically was needed and what the person could actually do for themselves. Without this information staff are unable to deliver consistent and comprehensive care based on residents actual individual need. The details concerning residents life histories and daily routines was also very basic and in some cases not completed at all. We sat with one resident and went through is care plan with him. There were a number of
Care Homes for Older People Page 12 of 28 Evidence: important errors in it. His name was spelled incorrectly throughout the plan; the plan stated he went to the pub when banking but he told us he hadnt done this for months and no longer did this; his plan had not been reviewed since January 2009 and he hadnt signed some of his previous reviews, even though he was perfectly able to do so. One member of staff told us she didnt read the care plans or monthly reviews only the daily notes The care plans we checked did show that residents regularly saw a range of health care professionals and a chiropodist was visiting during our inspection. He told us that the residents feet he saw were always clean, not often the case in other homes he worked at. However the home is unable to properly monitor residents nutritional needs as it does not have a set of sitting scales so residents who are not able to stand unaided are just not weighed even though they may be nutritionally at risk. This is unacceptable. We checked medication storage and a sample of residents medication administration records. We found serious shortfalls: on several occasions staff had signed to say that residents had received their medication but the actual medication still remained in the blister packs not given; one resident had not received important medication as it was still on order; on some occasions staff were not following the prescribers specific administration instructions; there were insufficient hand written instructions on the MAR sheets to guide staff in how to give Alondronic acid, a tablet that must be taken 30 minutes before food and the resident must remain upright. There was no evidence that this had been happening. Finally staff had not recorded the date on which they had opened liquid medications. Residents we talked to told us that staff treated them respectfully and helped them in a way that they liked and that maintained their dignity. However one relative told us: personal belonging often go missing at the home, even when labeled. There was no screening in one of the shared bedrooms therefore denying privacy to the residents living there. Care Homes for Older People Page 13 of 28 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activties and meals are well managed in the home giving residents access to stimulation and social interaction. Evidence: Last year staff at the home took 6 residents for a long weekend in June to Hemsby, there was a trip to Cromer in November and an outing to Gallstone is planned for April. There are weekly events including an exercise class and regular visits from a variety of musical entertainers. On the day we visited residents were decorating Easter bonnets and one residents told us: I dont often feel bored. However it was of concern that staff need to raise funds for residents trips and entertainment. The provision of activities for people should not be dependent on fundraising but should be budgeted for and provided for by the home. Residents told us they chose how to spend their day and that their choices were respected by staff. One relative told us: they allow mum to do what she wants even if this means stay in bed. On the day we visited lunch consisted of fish or home made quiche served with
Care Homes for Older People Page 14 of 28 Evidence: potatoes and peas. There was genuine choice of what to eat and residents were asked at the table which they wanted. This is excellent practice. One resident liked neither choice so had corn beef instead. Pudding consisted of fruit sponge or yoghurt and banana. However the meal itself was served fully plated up: this practice is a little institutionalised and denies residents the chance to choose how much and what they want to eat. Lunch itself was a relaxed and sociable affair, with plenty staff on hand to help residents. Care Homes for Older People Page 15 of 28 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. Residents have access to a complaints procedures if they want to raise concerns. Evidence: Not all residents and relatives who completed our survey told us that they knew how to make a complaint even though a copy of the procedure is available on the main notice board in the entranceway to the home. A requirement was made at our lat inspection that each resident was to be given a copy of the homes procedure but the deputy manager informed us that this had not been done.There was some evidence that concerns were acted upon. One relative told us:I had to complain about one member of staff, the person in question was seen and suspended. There have been three serious complaints in the last year made to the local social services and us (concerning the quality of care and staff attitude towards residents) two of which were investigated under local adult protection procedures. Unfortunately details of these complaints were not available for us to look at during our inspection so we cannot comment on whether they were properly investigated and dealt with by the home. The home has policy in relation to adult protection but it does not include any information on local guidelines and none of the staff have read it. There is no information anywhere around the home about who to contact if any residents or relatives wish to report a concern. Not all staff have received training in how to protect vulnerable adults.
Care Homes for Older People Page 16 of 28 Care Homes for Older People Page 17 of 28 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. Residents live in a shabby and poorly maintained environment Evidence: We undertook a tour of the building and all parts were clean and free from strong smells. Decorations and furnishings were homely and we saw lots of items that residents had brought in themselves to personalise their bedrooms. The dining room and a number of bedrooms have been redecorated since we last visited and a new central heating boiler has been installed. However the layout of the home is very confusing with little signage and orientation aids to help residents find their way about easily. We noted a number of shortfalls in terms of maintenance and general decoration: there was a serious leak in the corridor by the managers office causing a large pool of water; many of the bedrooms we saw had no lockable facility in them so that residents could keep money, medication or important personal items safe; one bathroom contained a bed chairs and walking frames making it inaccessible and dangerous for residents to use; the toilet between rooms no 15 and 16 had no lock on it and it didnt shut properly to give residents privacy whilst using it; much of the skirting and door frames around the home were badly chipped and in need of repainting; many of the bedrooms we viewed had no bedside lighting for resident to use; there was no screening in shared bedroom no 9 to give residents privacy and dignity;
Care Homes for Older People Page 18 of 28 Evidence: there was no separate staff room for staff to have their breaks to hold meetings or for them to change their clothes; the garden area outside the home was full of weeds and overgrown shrubs and has a number of discarded items in it such as cleaning mops and chairs making it unpleasant and dangerous for residents to use. Relatives too commented on the decor and one told us: the home could do with decoration in some parts. Care Homes for Older People Page 19 of 28 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes poor recruitment procedures do not protect residents and put them at serious and unnecessary risk. Evidence: Relatives and residents who completed our survey, and residents we talked to during our visit made many positive comments about the staff including:the staff are very very good and they are caring staff. We saw many positive, enabling and respectful interactions between staff and residents during our inspection. Throughout the day there are only two staff and a manager to meet the needs of 22 residents currently. If the manger is undertaking administrative duties in the office this leaves only two care staff on duty giving a ratio of one member of staff to 11 residents. This ratio is unusually high. There also seem to be frequent staff shortages and one member of staff told us: we are short staffed once or twice a week. Another commented: an additional staff member on in the evenings would ease the workload. However residents we spoke with told us that staff were available when they needed them and they rarely waited a long time for assistance. One commented:I just walk around the corner and someone is always there. Another reported: staff do come quickly when I buzz. Care Homes for Older People Page 20 of 28 Evidence: The homes recruitment procedures are exceptionally poor. We checked the personnel files of two recent employees. One employee had started working before the home had received a POVA first and CRB check for her. No references had been taken up from her former employers even though she had worked in a number of care homes previously. She had not received an employment contract, a formal induction and had received no training at the home since she started in August 2008. Another member of staff had started working at the home in May 2008. The home did not receive a CRB for until August 2008. This CRB showed one serious recent conviction and one recent caution for violent behaviour. There was no record if the manager had discussed this with the employee or even considered if these convictions made her suitable to work with vulnerable adults. There was no record of her interview and no evidence that this person had received an induction. Another staff member had been employed with only one reference and there was no record of her start date. She too had not been given a contract. Staff training is far from adequate: only 3 staff hold an NVQ in care which is well below the minimum standard and records showed that one member of staff had only received training in moving and handling people despite working at the home for 11 months, another member of staff had only received training in administering eye drops and medication. Care Homes for Older People Page 21 of 28 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 poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Management of the home is poor: residents do not have a say in how the their home is run, staff are unsupported and poor health and safety procedures put residents at unnecessary risk. Evidence: The home has been without a registered manager for well over a year. A manager is in place but is still to register with us so we are not able to assess her skills, experience and suitability to run a home for older people. Supervision for staff is poor. The deputy manager could not remember the last time she had been supervised. Records we viewed showed that one person had not been supervised at all since she started working at the home in August 2008 and another had only received one supervision since she had started working in May 2008. Staff clearly felt the need for this type of support and guidance. One told us: it would be nice to have more one to one to know if there are any improvements needed. There
Care Homes for Older People Page 22 of 28 Evidence: are also no staff meetings denying staff a chance to raise any concerns. One member of staff felt there should be so she could raise issues about staffing levels and why, in her opinion, some staff get treated differently from others. The home holds money for some residents and we checked the recording systems for this. There were serious shortfalls: many of the entries on the cash sheets were not dated correctly so it was impossible to cross reference receipts; some dates had been written in incorrectly and a number of receipts were not available to show how staff had been spending residents money. There are no systems in place to actively seek feedback about the quality of the service residents receive. There are no residents meetings and no surveys for them to complete. We checked food storage and cleanliness in the kitchen which was satisfactory although we found a lot of undated food in the fridges and freezers so it was not possible to tell how long it had been in there and whether it was safe to eat. We checked records in relation to health and safety and were concerned to note that emergency lighting was not tested regularly to ensure it worked; that the fire alarms had not been tested between 2/04/08 and 1/01/09 and that night staff do not practice fire drills so that they know what to do in the event of a fire in the night. Care Homes for Older People Page 23 of 28 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 16 22 The registered person must supply a copy of the complaints procedure to every service user, detailing the actions to take and including the address of the Commission. The registered person must ensure that staff receive training appropriate to their work. In this instance, induction training was not adequately completed or recorded. 30/04/2007 2 30 18 30/06/2007 3 35 17 The registered person must 30/04/2007 ensure that safeguards are in place to look after the service users money. In this instance records were incorrect and cash held with staff. The registered person must 30/06/2007 ensure that staff are appropriately supervised. In this instance, staff should have the opportunity to meet with a senior every two months. 4 36 18(2) Care Homes for Older People Page 24 of 28 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 2 4 All residents must be 01/06/2009 provided with a contract between them and the home so that they have information about the terms and conditions of their stay there 2 7 15 Care plans must accurately reflect residents needs and must also be much more detailed so that staff have the information and guidance they need to properly support residents 01/06/2009 3 8 12 Appropriate weighing scales must be provided so that all residents weights and health can be monitored 01/05/2009 4 9 17 Medication recording and 01/05/2009 administration must improve Care Homes for Older People Page 25 of 28 so there is an accurate record of what residents have received and so their health can be maintained. 5 10 12 Screening must be provide in all shared rooms to maintains residents dignity and privacy 6 18 18 All staff must receive training how to protect vulnerable adults and reporting procedures so that they are aware of the different types of abuse that someone can face and also how to report any concerns they have. 7 19 23 All items of maintenance 01/07/2009 identified under standards 19-26 of this report must be addressed so that residents live in a well maintained and safe environment 8 31 8 An application to register a 01/06/2009 manager with the CSCI must be made to ensure that the home is managed by someone with suitable experience, skills and knowledge. 9 33 24 Quality assurance systems must be implemented so that residents get a chance to say what they think about the service they receive. Care Homes for Older People
Page 26 of 28 01/05/2009 01/05/2009 01/06/2009 10 35 17 Accounting procedures for residents monies must be tightened so there is a clear record of how their money has been spent by staff. 01/05/2009 11 38 23 The home must undertake regular fire alarm and emergency lighting testing to ensure that these systems work correctly 01/05/2009 12 38 23 All staff including, night 01/05/2009 staff, must practice fire drills so that they know what to do in the event of a fire hapepning at the home 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.
No. Refer to Standard Good Practice Recommendations 1 18 Information about how to contact local adult protection officers should be made widely available to staff, residents and their relatives so they know who to ring if they want to report any concerns. Better orientation aids and signage should be provided around the home so that residents can find their way about easily. Regular staff meetings should take place so that staff have a chance to raise any concerns and so that managers can discuss any important issues in the home. 2 19 3 36 Care Homes for Older People Page 27 of 28 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 © (2009) 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. Care Homes for Older People Page 28 of 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
