Inspection on 06/08/07 for Whiteoak

This inspection was carried out on 6th August 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 found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Whiteoak 24/10/06

Whiteoak 14/03/06

Whiteoak 10/11/05

Whiteoak 11/03/05

Whiteoak 14/06/04

Similar services:

Larch Avenue

Alderson Road 12

Cranworth Close Registered Care Home

The Cornerstone

John Street Nursing Home

Pennine Camphill

Whitwood House

Whitwood Hall

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

CARE HOME ADULTS 18-65 Whiteoak 2 Foston Close Fagley Bradford BD2 3QF Lead Inspector Linda Trenouth Key Unannounced Inspection 6th August 2007 07:30 Whiteoak DS0000046770.V344194.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 Whiteoak DS0000046770.V344194.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. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whiteoak Address 2 Foston Close Fagley Bradford BD2 3QF 01274 323778 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) Bradford District NHS Trust Mrs Helen Jane Leeming Care Home 15 Category(ies) of Learning disability (15) registration, with number of places Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 24th October 2006 Brief Description of the Service: Whiteoak is a Bradford District Care Trust home situated in the Fagley area of Bradford. The home is registered to provide respite care for up to 15 adults with learning disabilities. It has recently re-opened after a major refurbishment and extension project. The respite service is divided into three units. Charges for an overnight stay begin from £8.76. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This report follows an unexpected visit to the service. The inspection also included gathering information and facts before and after the visit to decide the overall judgement. During the visit I looked at the records, watched staff working, and talked to people who live at the home. I also looked around the building. I talked to 2 people using the service, and asked staff about those people’s needs. I also looked at the care plans, medical records, and daily notes for these people. This is called case tracking. The main purpose of this inspection is to make sure that the service continues to provide a good standard of care. Comment cards were sent to people who use the service, their carers and health and social workers linked to the service to give them the opportunity to comment on how well they thought the home had done. The manager completed a self-assessment document to show how well the service was doing. This was sent to us and used in the gathering of information before the inspection. The outcomes of the inspection were discussed with the manager who was available during the visit. The requirements and recommendations made can be found at the end of the report. What the service does well: People who use the service are given good information about what is provided. This means that they know what to expect from the service and what help they will be given. People who would like to use the respite service are assessed so that they and the staff team can be sure that their needs will be met. The staff showed a good understanding and knowledge of people using the service. They look after them in a friendly and supportive way. Included in the comment cards were; “the staff listen and take on board any requests concerning the care of my son, in order to make his stay enjoyable ” “ they are always very helpful if I need to phone up or visit unexpectedly” Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 6 “ Ive always been very pleased with the helpful staff and management. I think they do a very thorough job.” Those people who have stayed at the home longer than a few days are supported see their GP, dentist, optician, and chiropodist whenever they need to. This ensures that their health care needs are met. People who use the service have an opportunity to meet and have their say about how they think the service can improve, carers too are involved. Staff also meet regularly and have the opportunity through supervision and team meetings to have their say about how the service is performing. The manager is competent and continuously works towards improving the service, staff felt well supported by their manager and comment cards have positive responses such as “I found the service to be extremely helpful, flexible and accommodating in many situations. The manager in particular has a professional approach to the work.” “ In the context of my work the service is excellent” What has improved since the last inspection? What they could do better: Some people are living at the home on a long-term basis even though it is a respite unit. This means that they share their home with other people who are constantly coming and going. These individuals need to live somewhere that is more able to meet their needs. The staff have worked hard to make sure that care plans are in place, they must however make sure that plans are always accessible to make sure that individual needs are not overlooked. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 7 Activities and outings are limited, staff do organise a good and varied amount of activities based at the service but opportunities for outings or activities are limited due to lack of available transport. Some of the bedrooms have inappropriate furniture; they have no doors on wardrobes and no drawers to put their clothes in. This means that people’s clothes are constantly on view. Concerns were also made about the lack of view through the bedroom windows. The glass in all the rooms is opaque and people cannot see the view outside. From the complaints sent to the manager and comment cards returned it was clear that the respite service was being cancelled to meet the needs of people who used the service on a long-term basis. This reduces the quality of the respite service and at times makes the service unreliable for relatives and carers. The manager needs to look at other ways of seeking people’s opinions about the service they received. Satisfaction questionnaires were recommended after each visit to make sure that everyone is asked what they think about the service provided. This will help the manager and staff to make changes to improve their quality of life. 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. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 8 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 Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 9 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): 1, 2, 4 and 5. People who use this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. People have good information about the service and are only admitted after assessments have been made to make sure the home can meet their needs. People are now provided with contracts so that they can be aware of their rights. The service is not a suitable residential setting; therefore it is not providing a good service to the people that are living at the home on a longer-term basis. EVIDENCE: The service user guide and complaints procedures are in place and each person has their own copy. The guide is written in an easy read style to meet individual communication needs. This makes sure that everyone has access to the information they need to tell them what the home can provide. People are given good information and have visited the home before they stay overnight. Visits were recorded and used as part of the assessment process. Comment cards from professionals linked to the service felt that the manager Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 10 and staff managed the introductory period well particularly the transition of younger people to the adult respite service. The manager and staff said they aim to offer a flexible service, but placing people in the home who need to stay for a long time undermines this. This has resulted in the cancellation of essential services for other people. Comment cards returned stated that their service has been cancelled and the manager has received complaints from relatives and carers. Three service users have lived at the respite unit for a long time. One has been there for over a year. Because of the turnover of people who use the respite service, the three people were sharing their home with different people everyday. The environment and service cannot meet the needs of these people and the quality of their lives could be better. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 11 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. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. People are able to make their own choices about how they live their lives both in the home and the wider community. EVIDENCE: Assessments are complete and regularly reviewed. This makes sure that the changing needs of people living at the home are continually met. Staff also have good communication and understanding of how to meet the communication needs of individuals. Staff are able to give good examples of how they assist personal care and encourage people to be as independent and self-reliant as they can be. Most people using the service continue to attend their usual day service during the week, therefore they mostly enjoy activities during the evening and Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 12 weekends. People who use the service say that there is a good choice of activities. Each individual has a special worker who is called a “key worker”, who includes them in their care planning and there are regular house meetings making sure that, where people are able, they can participate in decision-making and are able to express their views. Care plans had improved since the last inspection but staff must make sure they are always accessible to make sure that essential needs are not overlooked. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 13 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, 14, 15, 16, and 17. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. People have a good choice of activities whilst staying at the home but this could be improved by the provision of transport to make sure people enjoy the wider community facilities. EVIDENCE: Staff said they were able to spend a lot of time with people and offer a good range and choice of activities. They felt however that the access to the community was limited due to lack of transport. The home does not have transport so trips are only local; the Fagley area provides very few facilities to meet the needs of people staying at the home. The manager is hopefully organising the joint leasing of a minibus to make sure people have a better experience when using the service. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 14 Daily records confirm that people are well supported by the staff and use the activities room. All staff said they thought the service provided good quality care that was flexible in meeting the people’s needs. I spoke to people who use the service who said that they enjoyed staying at Whiteoak. They were very pleased with their room and had enjoyed trips out with staff. They though the food was very good and staff were “cool.” Comment card expressed that, “ there should be more resourcing for outings” The manager had appointed a cook and it is hoped this will alleviate the need for staff to have to prepare food whilst meeting the care needs for people using the service. Whilst the meals are regenerated meals the manager has made sure that fresh fruit and vegetables are regularly available to make sure that everyone has a varied and nutritious diet. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 15 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. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. People’s healthcare needs are accurately recorded and understood. EVIDENCE: The healthcare needs of each person are clearly recorded in their care plan and the information is comprehensive. The details included people’s nutritional needs and any specialist healthcare that is required. The staff I spoke with all seemed to understand the emotional and physical healthcare needs of each individual to make sure everyone is supported and their needs are met. The staff check all the medication coming into the home carefully. The medication is then stored in a safe place and the recording systems are accurate to make sure that everyone is safe. Staff have training in specialist health care techniques such as gastro feeding, this is to make sure they feel confident and safe in their work. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 16 Medication training is provided by a member of BDCT ( Bradford District Health Care) staff who is a qualified nurse. Some staff have also completed first aid training. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 17 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. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. People’s concerns are listened to and they are safeguarded from any possible harm. EVIDENCE: The complaints procedure is available in the service user guide in an easy read style and staff have access to grievance and complaints procedures in their own policies and procedures. The returned questionnaires confirmed that people generally know how to make a complaint. The people I spoke to also said they would know how to raise any concerns, if they needed to. People using the service are able to let staff know if they are unhappy, the staff then attempt to address this promptly. Staff have developed very good relationships with individuals and clearly have a good understanding of their different communication needs. There are also regular house meetings and team meetings for people who live at the home and staff to raise any concerns they may have. The self-assessment information provided by the manager stated the home had received four complaints. These complaints were well recorded and the Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 18 manager had taken prompt action to investigate the concerns and, where needed, improve practice. There is an adult protection procedure in place and staff showed a good awareness of adult protection. Staff have regular training in adult protection, this helps them understand how they can help protect vulnerable people. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 19 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, 25 and 30. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. The environment is generally very good but some furniture and fittings do not provide a homely and comfortable place for people to live. EVIDENCE: This was an unexpected visit and it was good to find all areas were very clean and tidy. The unit fully opened in September 2006. All areas were refurbished and new equipment was provided. The work has been carried out to a high standard. All bedrooms are single and within close proximity of bathing and toilet facilities. Room are not personalised as the intention is that people only stay at the home for short periods. Specialist beds and equipment have been provided for people who have physical disabilities. Two of the three units have a remote controlled TV in the bedrooms. People can also have a special key to their room in the form of a Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 20 magnetic tab, which is programmed to only open their bedroom door. This is good as it allows people who cannot normally manage a door key to access their rooms and keep their rooms private. Concerns were raised about people who live here on a long-term basis. One person lives in a very small flat with restricted access, which is not suitable for their needs. The accommodation is designed to meet the needs of people who stay at the home for a short time and does meet the needs of long-term users. Concerns were also raised about the furnishings in the bedrooms on one unit. The windows were opaque, not allowing any view to the outside. Institutional type furniture had also been fitted. The wardrobes did not have doors and shelves were provided instead of drawers. The beds were unreasonably heavy and took three staff to move them. These rooms did not meet the standard required and the starkness of the bedrooms and institutional furniture did not meet or reflect the needs of people using the service. If there are concerns about an individual potentially destroying furniture or requiring a covered window this should be identified through the assessment process and their individual needs accommodated. There is no suggestion that people staying in this environment needed such facilities and this undermined the comfort of individuals and the quality of their experience. One individual has lived in this environment for over a year. Each unit has a domestic kitchen, dining room, and lounge. Everyone with staff assistance can access a large activities room, which is situated near the entrances of the individual units. There is a plan to convert the activities room into a multi use room including an area for a ‘Snoozelan’, this is a multi-sensory area where people can relax and experience different textures, light, and sounds . Staff and the manager thought this would be a good resource, which would benefit everyone. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 21 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, 35 and 36. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. The people at the home benefit from a well-supported and trained staff team who are competent and understand their needs and work in the best interests of each individual. EVIDENCE: Staffing levels meet the needs of people with individuals supported with one to one staffing where required. The staffing roster for this week shows that staff are employed in sufficient numbers and are deployed in such a way as to ensure that the needs of people living in the home are met at all times. New staff confirmed they had completed induction training and are now on the LDAF (Learning Disabilities Award Framework) training. Other staff said that training is good and they felt it is regularly updated, this included food hygiene, health and safety and adult protection. Also an opportunity for Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 22 further specialist training is available and the staff confirmed completion of NVQ (National Vocational Qualification) award level 2 and 3. The manager keeps a clear records to be able to see where staff need to update their training or meet a new training need. Staff said that they had good opportunities for training. The records confirmed that they had a lot of opportunities to attend various courses. They also confirmed they received regular supervision. The percentage of staff now trained to NVQ level 3 is 30 of staff working at the home. The organisation has a commitment to meet the required standard to make sure that staff are able to do their jobs safely and competently. One respite unit provides a service to people who display challenging behaviour and there are times when staff need to use restraint. The manager stated this was generally a low level safe hold technique, although sometimesfull restraint is used. Staffs working in the unit have all attended a 5-day critical incident training course; they said this equips them with the skills to manage situations safely. Two recruitment files were looked at and all the relevant information was available. Staff have an induction with Bradford District Care Trust, which covers basic training and the role of the Trust, and they have an induction at the home. This makes sure new staff have enough knowledge to work safely and competently. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 23 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, 38, 39 and 42. People who use this service experience good quality outcomes in this area. We have made this judgement using a range of evidence including a visit to the service. The manager is competent and continuously works towards improving the service. The quality assurance systems must be further developed to make sure the quality of the service is properly monitored. EVIDENCE: The home’s manager is suitably registered, qualified, and experienced to manage the home effectively. The manager has completed the NVQ level 4 in management and health and social care. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 24 The staff are clear about their roles and, along with the people who use the service contribute to the way the home is run. Staff said the manager is very supportive and they worked hard to make sure the service was working well. The manager felt she was well supported by her own line manager and felt positive about future direction of the service. Service user meetings and carers meetings are organised by the manager. A PALS officer (Patient Advice and Liaison Service) has chaired meetings at the home. The people who use the service and their relatives and carers could have better opportunities to comment on the quality of their respite stay. The manager agreed to look at introducing a survey that could be given to people at the end of their stay. The responsible individual or their representative visits the home monthly and completes an audits of the service to make sure the quality of the service is monitored and the manager and staff are supported. A record is made each time any form of restraint is used, this is then passed onto the manager and senior managers making sure the staff safely manage the needs of people who use the service. The self-assessment information stated that policies and procedures are available and regular maintenance and health and safety checks by external agencies are completed at the home. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 25 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 3 2 3 3 x 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 2 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 3 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 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 4 3 x x 3 x Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 26 Are there any outstanding requirements from the last inspection? yes 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 YA1 Regulation 4 Requirement Timescale for action 05/12/07 2 YA6 15 4 YA25 23 5 YA39 24 Some people are living at the home on a long-term basis even though it is a respite unit. These individuals should live somewhere more appropriate because currently their needs are not being met. The care plans must be 05/10/07 accessible at all times to make sure that people’s needs are not overlooked. Some of the bedrooms do not 05/12/07 have furniture and fittings, which are homely and comfortable or meet their needs. The manager needs to look at 05/10/07 other ways of seeking people’s opinions about the service they receive. Satisfaction questionnaires after each visit would make sure that everyone is asked what they think about the service. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 27 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. Refer to Standard YA13 Good Practice Recommendations People who use the service should have more opportunities to go into the community. Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Aire House Town Street Rodley Leeds LS13 1HP 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 Whiteoak DS0000046770.V344194.R01.S.doc Version 5.2 Page 29 - 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!