Inspection on 17/11/06 for Whittingham House

This inspection was carried out on 17th November 2006.

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 but made no statutory requirements on the home.

Other inspections for this house

Whittingham House 06/01/10

Whittingham House 27/01/09

Whittingham House 29/02/08

Whittingham House 03/09/07

Whittingham House 18/01/06

Whittingham House 22/06/05

Whittingham House 03/12/04

Whittingham House 14/07/04

Whittingham House 10/02/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Whittingham House Whittingham Avenue Southend On Sea Essex SS2 4RH Lead Inspector Christine Bennett Unannounced Inspection 17th November 2006 10:00 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 Whittingham House DS0000015486.V317337.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. Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Whittingham House Address Whittingham Avenue Southend On Sea Essex SS2 4RH 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) 01702 614999 01702 436536 Strathmore Care Ms Marietta Masudo Care Home 50 Category(ies) of Dementia - over 65 years of age (50), Old age, registration, with number not falling within any other category (50) of places Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 18th January 2006 Brief Description of the Service: Whittingham House cares for 50 older people, some who may additionally have dementia, in a residential area of Southend on Sea, close to local amenities and bus routes. The home is purpose built on two floors with a passenger lift to enable access to both levels. There are 44 single bedrooms and 3 double bedrooms, 35 of which have en suite facilities. The home has a large dining room, a variety of lounges and a garden area. The home has an up to date Statement of Purpose and Service User Guide. The Statement of Purpose and a copy of the last inspection report are available on the notice board in the hall of the home. A copy of the Service User Guide is available in each resident’s bedroom. The current scale of charges in November 2006 ranged from £369.32 standard dependency to £410.48 high dependency. Extras charged are for hairdressing, chiropody, toiletries and newspapers. Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The key site visit was unannounced and took place on 17th November 2006 over a seven and a half hour period. At this inspection all the key standards and the progress since the last inspection were assessed. A pre inspection questionnaire had been completed by the home prior to this visit, and surveys sent to 12 residents, of which 7 were returned, to 15 relatives, of which 5 were returned, and to 4 health professionals, of which 1 was returned. The registered manager was available throughout the day to assist with the inspection process. A tour of the premises took place and a random selection of records and policies were examined. Time was spent with the residents, observing care practices, and conversation took place with some of them. Staff were also given the opportunity to speak with the inspector. Feedback was given to the registered manager at the end of the site visit. A random inspection was carried out on 11th May 2006 to see the progress of a 27 bed extension that is being constructed, and to see the effects on the residents’ lives in the home. The findings at that visit will be incorporated into this report. What the service does well: The home has a stable staff team who know each resident well. The manager said that the home has got good relationships with the residents and their relatives and communication is good between them. One resident said, “ The carers are good, I get on with all of them, we have a laugh and a joke” and another said, “friendly kind staff”. The staff felt that they had good training opportunities. The residents were very complimentary about the food at the home. One said, “ It’s good food, I get a cooked breakfast”. The staff had a good understanding of different forms of abuse and how to report it. Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Whittingham House DS0000015486.V317337.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 Whittingham House DS0000015486.V317337.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): 1,3,5,6 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. People who use this service have good information about the home in order to make an informed decision about whether the service is right for them. The home must ensure that individual diverse needs are identified and planned before they move into the home to ensure it is an appropriate admission. EVIDENCE: The Statement of Purpose and Service User Guide have been updated in April 2006. A copy of the Service User Guide is kept in each bedroom of the home. The Statement of Purpose and a copy of the last inspection report are usually available on the notice board in the hall of the home. At the site visit these documents were temporarily being kept in the manager’s office due to the building works in that area. A detailed assessment form is being used to obtain information prior to a resident being admitted to the home. This assessment takes place in the Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 9 community and is usually done by the company head office, although the manager said that she is sometimes involved in this procedure. The completed assessment was viewed for a resident who had been admitted to the home within the previous three months. Although the assessment had identified areas of need and risk, it had failed to identify how these needs and risks would be managed by the home. Examples of this include a statement, prone to falls, but no other detail was recorded with regard to walking aids or care needed. It was also documented that the person had presented challenging behaviour, both verbally and physically to staff and other residents in her present environment. No record had been made of how this behaviour would be managed, or the impact it might have on existing residents in the home. A list of training undertaken by staff in 2006 included dementia but did not include challenging behaviour. This behaviour was witnessed at the site visit and disrupted the activity that other residents were enjoying. Residents and/or their relatives are able to visit the home prior to admission and spend some time there to see if they think it will suit them. Six of the residents who responded to the survey said that they had received enough information before moving into the home. The manager confirmed that occasionally people are admitted as an emergency and when this happens, she receives relevant information from the social worker by telephone and the written information is faxed to the home. Two assessments from social workers were seen in care plans and had good information recorded. The home does not provide intermediate care. Whittingham House DS0000015486.V317337.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 adequate. This judgement has been made using available evidence including a visit to this service. . Care planning does not always provide all the information to ensure a resident’s needs are met. EVIDENCE: A new care plan is being introduced to the home in February 2007. Staff training has been arranged and a review will be held after one month. The present system of care plan has proved difficult for staff to record all the information needed to ensure individual care needs are met. Two care plans were viewed at the site visit. One had adequate information recorded. The other one had failed to identify risks, which had been detailed in the pre admission assessment from the social worker, and it was difficult to identify current care needs. There was no evidence to indicate that residents and/or their relatives had been involved in their care planning or reviews. Residents and relatives were positive about the care being given in the home. Residents’ comments included, “I feel very happy here at the home” and “everything is fine and pretty good”. One relative said, “I have been pleasantly surprised at the care and consideration of all staff members”. At the site visit, care staff were seen to talk to residents in a kind and sensitive Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 11 way when dealing with them. They had a good knowledge of individual residents and how to care for them. Residents generally felt that they received the medical support that they needed. Evidence was seen in care plans of contact with the GP, District Nurse, chiropodist and optician. During the site visit one resident was taken to the dentist. The manager confirmed that some residents attend the local mental health team outpatients’ centre. The continence advisor and falls coordinator are contacted when needed. A GP who responded to the survey said, “The manager and senior carers are very competent. The junior carers are also well trained by the senior staff”. He had no concerns about the care given at the home. The procedures relating to the administration of medication were generally good. There were minor discrepancies and these were discussed with the manager. The recording of medication was in good order and safeguards the residents. The medication was being stored in a temporary location and the recording of temperatures, at which medication is stored, had lapsed. The manager acknowledged this shortfall. The home has a visitors’ room and this was seen to be used during the site visit to give privacy to people. The manager confirmed that mail is given to the residents unopened and they have the opportunity to make a telephone call in private. Residents confirmed that they get their own clothes back from the laundry and they were seen to be dressed appropriately. Staff were seen to be respectful to residents and spoke to them in a kindly manner. Whittingham House DS0000015486.V317337.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 adequate. This judgement has been made using available evidence including a visit to this service. A limited range of activities within the home and the community means the residents do not have a range of opportunity to keep them occupied. EVIDENCE: A member of staff is assigned to organise the activities for the home each morning and afternoon. Staff have had no formal training in this area and some staff confirmed that they were not always comfortable in this role. Residents were asked at a recent meeting what activities they would enjoy. The home has recently acquired a karaoke machine and some residents were enjoying singing along during the afternoon of the site visit. Other residents were disruptive during the entertainment and staff were seen to deal with this behaviour sensitively. Parties are arranged for special occasions such as Christmas and Easter and occasionally an outside entertainer comes into the home. One resident confirmed that the care staff will often sit in her room and talk to her. Pat the Dog comes to the home and a clothes party was being held in the near future. The manager confirmed that residents are dependant on relatives for outings outside the home. She is trying to develop the activities programme within the Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 13 home. Some residents were complaining that they were bored. As the home is expanding, a designated activities coordinator is being employed to develop the occupation of residents. The residents were positive about the food offered by the home. A menu is displayed in the dining area of the home showing the choice for the day. Food seen at the site visit looked appetising and adequate portions were served. Residents were given the opportunity to discuss the food at a recent meeting and were generally complimentary. One resident stated that they felt hungry sometimes and was advised to ask for more food at lunchtimes, or to ask for something to eat during the evening if she was hungry. Most residents felt they had enough to eat. One commented, “I always like the food, I am always given what I want”. Residents are encouraged to remain independent. One resident said that she likes to make her own bed and has a key to her room if she chooses to lock it. She added, “I can do most things for myself, and I’m allowed to”. Whittingham House DS0000015486.V317337.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): 16,18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents are protected by the home’s complaint procedure and staff knowledge of POVA. EVIDENCE: The home has an up to date complaints policy and procedure. There has been one complaint recorded in the last year. All the residents who replied to the surveys knew who to speak to if they were unhappy with anything in the home and felt that the manager was approachable. Two relatives replied in the survey that they were not aware of the complaints procedure. Since the last inspection, there has been one allegation against a member of staff, which was investigated under the Protection of Vulnerable Adults. The outcome was that the member of staff was referred for inclusion on the POVA list and no longer works for the company. Staff have had training on POVA and those spoken with had a very good knowledge of different forms of abuse and the reporting of abuse. The abuse policy for the home was discussed at a recent staff meeting and new staff were encouraged to read the policy, which is displayed in the staff room. Whittingham House DS0000015486.V317337.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): 19,26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Areas of the home are in need of redecoration and refurbishment and a large extension is in the process of being completed. EVIDENCE: The home is in the process of having a large extension built. This will provide an extra 27 bedrooms and includes a 9 bedded dementia unit. The building work also includes some refurbishment of the existing building. New double glazed windows are being installed. The building work is being carried out with the minimum disruption to the residents, and health and safety issues and fire prevention are being addressed as the work progresses to ensure that residents and staff are in a safe environment. This standard could not be fully assessed at the site visit due to the building work in progress. Residents spoken with at the site visit were generally happy with the environment, one said, “we have comfortable bedrooms” and another described her “cosy little room”. Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 16 A home improvement plan has identified areas of the existing building that are in need of redecoration and furniture and carpets that need to be replaced. The front and rear gardens will be landscaped when the building is complete. The home was clean and there were no unpleasant odours. Whittingham House DS0000015486.V317337.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 adequate. This judgement has been made using available evidence including a visit to this service. The home operates a safe recruitment programme, which protects the residents. Staffing levels must be maintained, and training records updated to provide optimum care to the residents. EVIDENCE: The manager said that the home is fully staffed. The staff rota was examined for the week in which the site visit took place. The home operates with 8 care staff in the morning, 7 in the afternoon and evening, and 4 waking night staff. These numbers include the manager. Additionally 2 domestics, a cook, a kitchen assistant, a laundry person and maintenance person are rostered. The care numbers are not always maintained for the day and evening shift. This is either when a shift ends leaving a shortfall in numbers from 6.20pm until 8.20pm, when changes have been made to the rota or when staff working long days are on their breaks. On one day a member of care staff was included in the care numbers but was then moved to kitchen duties and was not replaced in the care team on a shift from 8am until 8.20pm. This member of staff worked four consecutive shifts of 12 hours 20 minutes each and in total for the week worked five of these shifts plus a study day. Other members of staff were also seen to be working in excess of 48 hours on a regular basis when compared to staff rotas for April 2006. Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 18 The registered provider sent a memo in April 2006 to the manager and staff with guidance on hours worked. The manager confirmed that she monitors the number of hours that each member of staff is working. She said that staff from sister homes or agency staff are used to cover any shortfalls through sickness or annual leave. Residents confirmed that staff answer their call bells quickly and the surveys indicated that the majority thought that staff were available when they were needed. One relative survey commented, “I didn’t think there were enough staff on duty”. The manager confirmed in the pre inspection questionnaire (PIQ) that 35 of care staff have an NVQ qualification at level 2 or above. Some overseas staff have a qualification obtained in their home country and confirmation is being sought individually that this equates to an NVQ qualification in this country. Staff recruitment records were viewed for two members of staff who had recently joined the company. These were both in order with all the documentation in place to provide a safeguard for the residents. Staff were positive about the training offered by the home and the PIQ detailed various training that had been undertaken by staff in 2006. The induction programme was seen for a new member of staff. All staff have been issued with an individual portfolio for induction and training. Training records viewed for two members of staff had not been updated and there was confusion over what training they had received in 2006. The training officer was contacted and agreed to review training records in order that individual training could be identified. Whittingham House DS0000015486.V317337.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): 31,33,35,36,38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager provides stability to the home, promoting a safe environment for residents to live. EVIDENCE: The manager is a qualified nurse and is in the process of obtaining a management qualification. She has also attended additional training this year in order to update her knowledge. Residents were positive about her role in the home. One said that she had a good sense of humour and two visitors confirmed that she is approachable. She is supported by an operations manager and a care standards officer who have regular contact with the home. The PIQ confirmed that maintenance records for the home are up to date. Fire drills are held weekly on different days and at different times to include all staff. The health and safety of the residents and staff have been protected whilst extensive building work takes place at the home. The temperature at which hot water is being delivered is being monitored and recorded. On the Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 20 day of the site visit, random taps tested were delivering hot water at a safe temperature. The policies and procedures of the home are in the process of being reviewed and updated where necessary. These are discussed at staff meetings to make staff aware of them and their content. They are accessible to all staff in the office. Monthly visits are made to the home by the registered provider to monitor the conduct of the home. A copy of the report is made available to the Commission for Social Care Inspection (CSCI). Regular meetings are held for staff and residents as part of the quality assurance programme for the home. A quality audit was undertaken by an outside consultant in March 2006. The findings and recommendations have been made available to CSCI. This information must now be put in a format suitable for residents and made available to them. A home improvement plan is held in the home where equipment supplied and any redecoration that has taken place is logged. Residents’ money is stored securely in the home. Any transactions are recorded and receipts obtained. Random checks revealed that they were accurate. Evidence was seen of staff supervision although it was not carried out six times a year. Whittingham House DS0000015486.V317337.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 3 X 2 X 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 2 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 STAFFING Standard No Score 27 2 28 2 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 2 X 3 Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 22 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 OP3 Regulation 14 Requirement The registered person must complete a pre admission assessment form with adequate information to evidence that it is a suitable admission to the home. This is a repeat requirement The registered person must prepare a written plan as to how a residents needs will be met. This is a repeat requirement The registered provider must provide occupation for residents to allow them to lead a stimulating life in the home. This is a repeat requirement Timescale for action 31/03/07 2. OP7 15 31/03/07 3. OP12 16(m) 31/03/07 4. OP13 16 (m) The registered provider must 31/03/07 make arrangements for residents to engage in the local community in accordance with their wishes The registered person must provide premises and external grounds suitable for residents. It is recognised that these facilities are temporarily DS0000015486.V317337.R01.S.doc 5. OP19 23 31/03/07 Whittingham House Version 5.2 Page 23 compromised due to extensive building works 6. OP27 18(1)(a) The registered person must 31/03/07 ensure that at all times there are staff working in the home in such numbers as are appropriate for the health and welfare of the residents. This includes keeping an accurate rota. This is a repeat requirement The registered person must ensure that staff are appropriately supervised at least six times a year. 31/03/07 7. OP36 18 (2) 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. 3. 4. Refer to Standard OP9 OP27 OP28 OP30 Good Practice Recommendations The temperature at which medication is stored should be recorded daily. The health and safety of staff should be considered when they are working excessive hours on a regular basis. 50 of care staff should have an NVQ qualification. Individual staff training files are updated to evidence training undertaken by staff. The registered manager completes the diploma qualification in management. The quality audit findings and recommendations are put in a suitable format and made available to residents. 5. OP31 6. OP33 Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection South Essex Local Office Kingswood House Baxter Avenue Southend on Sea Essex SS2 6BG 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 Whittingham House DS0000015486.V317337.R01.S.doc Version 5.2 Page 25 - 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. 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