Inspection on 19/06/07 for Willow Bay

This inspection was carried out on 19th June 2007.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is (sorry - unknown). The way we rate inspection reports is consistent for all houses, though please be aware that this may be different from an official CSCI judgement.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Willow Bay 24/07/06

Willow Bay 06/03/06

Willow Bay 27/06/05

Willow Bay 02/11/04

Willow Bay 18/06/04

Willow Bay 01/12/03

Similar services:

Coopers Mill Ltd

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

Newton Court (1-2)

Kings Lane (32)

Pemdale

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

CARE HOME ADULTS 18-65 Willow Bay 11 Marine Approach Canvey Island Essex SS8 0AL Lead Inspector Sara Naylor-Wild Key Unannounced Inspection 19th June 2007 11:00 Willow Bay DS0000018027.V346184.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 Willow Bay DS0000018027.V346184.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. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willow Bay Address 11 Marine Approach Canvey Island Essex SS8 0AL 01268 694759 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) kingswood@donna-higby.freeserve.co.uk Kingswood Care Services Limited Manager post vacant Care Home 5 Category(ies) of Learning disability (5) registration, with number of places Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Personal care and accommodation may be provided for up to 5 service users of either sex who are aged from 18 - 65 years. Personal care and accommodation may be provided for up to 5 service users who have a learning disability. 24th July 2006 Date of last inspection Brief Description of the Service: Willow Bay provides residential accommodation and care for five female adults with learning disabilities. The home is situated in Canvey Island, close to local shops, transport, seafront and includes two lounges, large garden, dining room, kitchen, five single bedrooms, three with en-suites and one communal bathroom. There is off street parking to the front of the home, with room for two vehicles. The home provides transport for residents. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The evidence contained in this report was gathered from discussion with managers and staff at the home, observation of residents interaction, questionnaires completed by residents relatives and professionals visiting the home, information provided to the Commission for Social Care Inspection (CSCI) including the Annual Quality Assurance Assessment. Ms Maggi Hobbs, the acting Manager assisted the inspector at the site visit. Feedback on findings was given to her during the visit with the opportunity for discussion or clarification. The inspector would like to thank the Ms Hobbs, the staff team, residents, relatives and visiting professionals for their help throughout the inspection process. What the service does well: The efforts made to develop communication tools that assist residents to participate and make choices in their daily lives are very good. There are a core staff team with a low staff turnover. They have a good understanding of residents and support them in achieving their goals and ambitions. There are good records maintained of residents health and wellbeing and appropriate advice is sought form health professionals when required. The records and staff actions demonstrate a person centred approach that supports and respects resident’s diversity. Residents appeared happy and healthy and enjoyed participating in work placements, education and recreational activities according to their ability. The home’s accommodation is of a very good standard and provides a comfortable homely environment for residents. The acting manager is approachable and runs the home efficiently. Willow Bay DS0000018027.V346184.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. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3 and 4 Quality in this outcome area is Excellent. This judgement has been made using available evidence including a visit to this service. Prospective residents can be assured that the service will understand them and their aspirations and assess their needs before they agree to move into the home. EVIDENCE: At the time of the site visit to the home there were two resident vacancies, and the acting manager stated that one referral had been received. She informed that inspector that the process for admission might take several months. This is due to the gradual introduction of the client to the home starting with an initial casual introductory visit at the individuals current home, The service then asks for a detailed assessment from the appointed social worker, after which a series of planned visits for short periods to Willow bay for lunch, pm, a full day and an over night stay. The manager reported that it was important that the same staff are present on each visit to build up a trusting relationship with the prospective residents and provide greater security to the final stages of admission. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 9 From discussions with the acting manager it was apparent that the staff were fully aware of the impact on existing clients of new admissions and especially if the referral is for a male resident who will need male staff working in what has until now been an all female environment. The managers’ description of the admission process matches the services statement and policy. A new service uses admission guide has been developed using the communication tools developed in the service. Primarily this is in the form of a pictorial document that reinforces the processes of admission. The document includes introduction to the home, the staff and existing service users as well as other items listed. This presented as a very well thought out document that staff could use to work with new service users. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 8 and 9 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents can be confident that they will be consulted on how their abilities, needs and aspirations are supported, and this will be documented. EVIDENCE: The files of all the residents living at the home at the time of the inspection visit were considered. This included the care plans and associated documents such as risk assessments. The care plans cover the aspects of daily living that residents will need to carry out. In each area the documents begins with the individuals strengths and needs, followed by the aim of the care plan, the course of action staff will need to take to achieve this. The plan includes review dates with an evaluation of the plan. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 11 The service uses a prescribed method of to document individuals’ behaviours and care plans refer to positive reinforcement and recognitions of triggers to behaviours as ways of managing challenging behaviours. The files contain risk assessments in areas such as financial exploitation, aggression and daily tasks such as use of water. There was also infringement of rights forms used to understand when the management of an assessed risk requires restriction of rights as in the case of listening devises for a resident who suffers from epilepsy. Overall the documents that make up the plan of care are well written and use person centred language to emphasis the individual and their choices in daily living. The risk assessments are appropriate and do not restrict unreasonably the residents rights to have risk as part of their lives. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14, 15, 16 and 17 Quality in this outcome area is excellent This judgement has been made using available evidence including a visit to this service. Residents can be assured that the service will support them in making choices and accessing activities both inside and outside the home. EVIDENCE: Residents were members of a number of colleges and clubs that supported and provided opportunities to develop their social, and independent living skills. Residents are also encouraged to participate in the daily routine in the home and on the day of the second site visit to the home, a resident assisted with preparing lunch and clearing the table. The files of residents contained activity programmes for each individual. Notice Boards around the home had diary sheets with pictures representing different activities residents participated in that staff use to explain the days planned Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 13 events. This includes activities such as going to college, taking part in sports, going shopping, attending social clubs, having aromatherapy, trips to the cinema, going out for dinner and visits with family. The choice on offer to residents reflects the information gathered at their assessment and the goals set out in care plans. So for example, staff were informed that a resident had enjoyed horse riding when they were a child so they arranged for the resident to join a local riding club. The residents’ response to activities are monitored and recorded to gain their views on participation in that particular event. The residents of Willow Bay have none or little verbal communication, and in an effort to provide alternative means of communication the providers have supported a communication initiative called Inclusive Communication. This system was created by speech therapists and is designed to enable staff to have a better understanding of residents’ actions and interpret the residents’ needs and wishes. The deputy manager of Willow Bay has trained to become the Inclusive Communication Co-coordinator and is taking the lead in developing the system in for the service. As part of this initiative to support the residents with no verbal communication they have developed a diary book and communication passport with each resident. The Passport is designed to be carried out by the resident when they go out to provide them with a way of explaining themselves to others without verbal communication. The book tells the reader about the person, who is important to them, communication methods they use, and how to recognise the things they like and dislike. It also contains contact details of the service with pictures of important staff. The activities diary is designed to be used by residents and relatives. The idea being that instead of visitors asking staff what residents had been doing, they could sit with the resident and use the book as a tool to communicate the most significant events since they last met. So for example there are pictures and words explaining that residents have been out shopping, or to a night out at their club. Staff felt it was an important development that gave back residents their voice, and allowed them to participate directly with people. From discussions with the staff and reading the documents there is a strong sense that this initiative had promoted and highlighted the view of residents as whole individuals. There are however some residents who have other sensory disabilities such as blindness for which the pictorial system would not be appropriate and therefore there needs to be a development of the communication system to provide adaptations for their communication needs. There is a flexible menu on offer to residents and deliveries of fresh produce were received regularly. On the second visit to the home, the inspector joined residents for lunch and observed them participating in the preparation, and choosing from a variety of food on offer. Staff obviously used the opportunity as a social opportunity to interact with residents. The acting manager states in the Annual Quality Assurance Assessment (AQAA) returned to the Commission Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 14 for Social Care Inspection (CSCI) that future developments include staff working with residents to develop a photographic menu choice board to support residents in choosing their meals. Willow Bay DS0000018027.V346184.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, 20 and 21 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents can be confident that they will receive support that meets their individual needs and upholds their rights to dignity and privacy. EVIDENCE: The residents’ files contained records of visits to health professionals including, optician, doctor, dentist, chiropodist, psychiatrist and occupational therapist. Staff are trained in aspects of health that affect the residents living at the home, such as epilepsy to assist them in recognising triggers that will affect the residents well being and take appropriate action. Residents have key workers from the staff group but receive personal support from all the staff. Care plans provide clear directions to staff in how residents prefer to receive personal care and indications of when a resident preferred not to get up, which were observed on the day of inspection. The communication between staff and residents was calm, respectful and caring. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 16 The medication administration system was inspected and records demonstrated a robust system of recording and management of the prescribed medications for residents. The medicines cupboards are situated in the office and are kept secure in a locked cabinet. Senior staff had all received training in medication administration and those spoken with were clear about the appropriate administration. Sadly since the last inspection visit a resident had passed away and the files of the residents contained records of conversations staff had held with them about dying, death and the grieving process, using a pictorial communication tool. Discussions with staff indicated their awareness of the impact of the death of a young person within such a small and intimate group of residents and how they continued to speak of the resident and theirs and the residents memories of them. The service had shown great sensitivity and compassion in its efforts to communicate such an emotional and difficult event to the residents. Willow Bay DS0000018027.V346184.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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and other stakeholders can be confident that they will be listened to and action taken in respect of any formal complaints. Maintaining records of concerns raised informally to staff could further develop this. EVIDENCE: The service maintains a concerns and compliments folder, although no formal complaints have been received for two years. The file also contained positive feedback received from relatives. Residents’ records and the quality assurance systems responses did indicate some feedback in respect of every day issues such as an issue with residents clothing or improving access to the garden. The importance of recording these sometimes less significant or easily solved issues was discussed with the acting manager in order to monitor and audit the service responses to concerns. Examination of staff files and discussions with staff at the site visit indicated that they had received training in Safeguarding Vulnerable Adults and understood their responsibilities in this respect. They were also aware of the whistle blowing procedures and would report any concerns to the appropriate person within the organisation or the CSCI. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 18 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, 26, 27, 28, 29 and 30 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents benefit from an environment that meets their needs and provides a homely and welcoming environment. EVIDENCE: The premises are well maintained and presented in a bright clean and homely manner. There are adaptations such as stair lifts and ramps to provide access within the home. The communal lounge and dining room are spacious and provide sufficient space for residents and staff to move around. Residents’ rooms were very personalised and the acting manager reported that residents are encouraged to choose their décor and furnishings. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 19 The back garden is enclosed, with seating and grass areas. The quality assurance returns from last year had indicated that accessibility to the gardens were an issue, and the manager indicated that works were planned to provide level paths and hard areas to provide all residents with stability when using the gardens. Recreational equipment such as a trampoline had been supplied by a resident’s family for the home, and at the time of the inspection a detailed risk assessment and instructions to staff in how to provide moving and handling support to residents when using the equipment were being developed. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 20 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, 33, 34, 35 and 36 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents can expect to be cared for by a group of staff that are supported and trained to meet their needs. EVIDENCE: The staff rotas examined demonstrated a one to one staffing ratio was maintained, which met the assessed needs of those residents living at the home at the time of the inspection. The staff team have in the main worked at the home for a number of years and provide a stable relationship for residents. A sample of staff files was seen and demonstrated a robust system of recruitment that included gaining two references, completion of a full application form and gaining completed CRB returns prior to the applicant commencing employment with the service. These checks provide the service with a clear understanding of the applicants’ suitability to work with vulnerable people and support their statements in the protection of residents from abuse. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 21 New staff undertake a probationary period during which they complete an induction workbook to equip them to understand and meet the needs of residents. This is competency based and meets the expectations of the Skills for Care guidance. The services staff training audit tool and information held on staff files indicated that staff undertook a range of training including health and safety related topics such as moving and handling, food hygiene, infection control and fire safety. They also had had sessions in issues related to residents’ health and wellbeing such as epilepsy, challenging behaviours, autism and the communication initiative. The AQAA returned to the Commission states that 50 of the staff group had attained a qualification in NVQ level 2 or above, with the acting manager holding NVQ level 4 and the senior staff having NVQ 3. The service states that the remaining staff will compete their NVQ to bring the total to 100 of staff holding a qualification in the next 12 months. Formal staff supervision had not been consistently carried out over the last year, however this was acknowledged by the service in their AQAA returned to the Commission and a new round of supervision and appraisal had commenced in June with a programme of dates required for each staff member. There is a small staff team working at the service, and it is accepted that their communication is likely to be daily with each other and the management team, however the opportunities provided in formal supervision to discuss performance and the development of individual staff skills cannot be provided in informal discussions. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 22 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 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents and stakeholders can be assured that there is competent leadership in the home. They can be confident that they are consulted informally, but cannot be assured that their views are progressed. EVIDENCE: The registered managers post has been vacant for some time, although the acting Manager has fulfilled the role and holds her NVQ level 4 Registered Managers Award. The acting manager has a good rapport with the staff team and residents and from discussions with the inspector was able to demonstrate an appropriate understanding of the services performance in both meeting the Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 23 Care Homes Regulations 2001 and National Minimum Standards for Younger Adults. The organisation had not conducted a formal quality assurance audit with residents and other stakeholders in the last 12 months, as they believed that changes in the way in which the CSCI gathered information about the service might affect this process. Instead they had concentrated on an assessment of staffs’ feedback in respect of development and appraisal performance. Results indicated that staff were either not aware of the policy and processes or did not feel they benefited from this. As part of the response to this feedback managers received training in supervision and development. Records relating to the health and safety maintenance of the premises and equipment were considered along with relevant training that confirmed that the service promotes safe working practices that protect residents’ wellbeing. Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 24 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 4 2 4 3 4 4 4 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 3 27 3 28 3 29 3 30 3 STAFFING Standard No Score 31 X 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 4 4 4 X LIFESTYLES Standard No Score 11 X 12 4 13 4 14 4 15 4 16 4 17 4 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 4 4 4 4 2 3 2 X X 3 X Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action 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 YA6 Good Practice Recommendations Responses to Residents communication needs should be further developed to support their participation as much as their abilities allow. Specifically the exploration of communication for residents with sensory loss should be explored. Concerns raised informally or through routes other than the formal complaints process should be recorded and audited to support the services understanding of residents satisfaction. This will ensure that the service is proactive in dealing with issues promptly. Residents’ access to the garden should not be restricted because of poor design or unstable ground. Staff should be supported by regular supervision that identifies their performance and development required to enhance the residents’ experiences. The organisation should make an application to the CSCI for a fitness assessment of a registered manager. 2. YA22 3. 4. 5. YA29 YA36 YA37 Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 26 6. YA39 Residents’ views should be sought as part of the quality assurance processes that inform the services development plans. Consultation with people living in the home demonstrates the organisations respect for their opinions Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Colchester Local Office 1st Floor, Fairfax House Causton Road Colchester Essex CO1 1RJ 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 Willow Bay DS0000018027.V346184.R01.S.doc Version 5.2 Page 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. 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