Inspection on 29/09/08 for Willow Court

This inspection was carried out on 29th September 2008.

CSCI found this care home to be providing an Adequate service.

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 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Willow Court 29/01/08

Willow Court 11/09/06

Willow Court 07/02/06

Willow Court 08/08/05

Willow Court 08/11/04

Willow Court 25/05/04

Similar services:

Ashlea Mews Residential Home

Eastwood

West Lodge

Arran House

Avenue Community Nursing Home

Cosin Lodge

Farmborough Court

Cragston Court

Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Willow Court Osborne Gardens North Shields Tyne & Wear NE29 8AT     The quality rating for this care home is:   one star adequate service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Karena Reed     Date: 2 9 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 31 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 31 Information about the care home Name of care home: Address: Willow Court Osborne Gardens North Shields Tyne & Wear NE29 8AT 01912965411 01912964568 Willow.Court@fshc.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Cotswold Spa Retirement Hotels Limited (wholly owned subsidiary of Four Seasons Healthcare Ltd) Name of registered manager (if applicable) Thomas Michael McGuinness Type of registration: Number of places registered: care home 48 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia mental disorder, excluding learning disability or dementia Additional conditions: One named resident is under the age of 65 years. Should this resident leave the home the Commission for Social Care Inspection must be notified. One service user is category DE. No further admissions to take place in this category without prior agreement of CSCI. Date of last inspection Brief description of the care home Willow Court is a purpose-built care home. The home provides both nursing and personal care for people with dementia care needs and a small number of people with mental health needs. Care in the home is provided by Registered Mental Nurses supported by care staff. The home is owned and managed by Four Seasons Healthcare Ltd, which is a large national provider of care services. Since the last inspection the Care Homes for Older People Page 4 of 31 Over 65 45 3 0 0 Brief description of the care home manager has been registered by CSCI. Willow Court is a modern two-storey building that provides 48 bedrooms, all of which have en-suite facilities. There are lounges, dining rooms and bathrooms on both floors. The home has its own kitchen and laundry room. Access into the home is level and a passenger lift provides access to the first floor. At the rear of the home there is an enclosed garden. The home is situated in a residential area of North Shields close to local shops and good public transport links. A Statement of Purpose and service user guide are avilable at the home. The guide describes the services and facilities provided by the home and how staff are trained to meet residents care and support needs. CSCI inspection reports are also available at the home detailing the quality of care provided. The weekly fees for residential care range from 410.58 to 487.60 (depending if self-funded). The weekly fees for nursing care range from 517.29 to 599.20 (depending on NHS bandings or if self-funded). Care Homes for Older People Page 5 of 31 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 1 star. This means that the people who use the service experience adequate quality outcomes. We have reviewed our practice when making requirements,to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services are not being put at significant risk of harm.In future, if a requirement is repeated,it is likely that enforcement action will be taken. How the inspection was carried out Before the visit we looked at information we have received since the inspection in January and February 2008 How the service dealt with any complaints and concerns since the last visit Any changes to how the home is run Care Homes for Older People Page 6 of 31 The views of the provider of how well they care for people The views of people who use the service and their relatives,staff and other professionals. The Visit An unannounced visit was made on date 29th September 2008. During the visit we Talked with people who use the service,relatives,staff,the manager and visitors Looked at information about the people who use the service and how well their needs are met Looked at other records which must be kept Checked that staff had the knowledge,skills and training to meet the needs of the people they care for Looked around the building,parts of the building to make sure it was clean,safe and comfortable and checked what improvements had been made since the last visit. We told the manager what we found. What the care home does well: What has improved since the last inspection? What they could do better: The service user guide and complaints procedure must be made available in a format for people with reading difficulties. Care Homes for Older People Page 8 of 31 Life histories must be completed for all residents to provide staff with more information about residents for when they are unable to give this information themselves e.g.likes,dislikes,events of importance. More effective odour control is required on the ground floor. The identified chairs must be cleaned in the interests of health and safety. Carers should receive more in depth training about working with people with memory loss. Challenging behaviour training must be provided to all staff. The environment must be suitable for people with memory loss in order to maintain their independence as far as possible. Residents should have access to more cold drinks. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 31 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 31 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are adequate procedures in place to ensure that prospective residents are making an informed choice about the home and that the home can meet their needs. Evidence: The Statement of Purpose and service user guide for the home were examined. They were interesting and informative and contained the necessary information as required by the Care Homes Regulations 2001. They were not written in a way that might support people with dementia care needs. Records for five people who live at the home showed that when they were admitted to the home an assessment of their care needs had been carried out before their admission. A copy of the social services assessment and care plan for each person had been obtained before they moved into the home. The person living at the home and relevant people who knew them were involved in the initial assessment. The assessment form encourages staff to explore issues relating to equality and diversity as it refers to gender, cultural, religion and spirituality Care Homes for Older People Page 11 of 31 Evidence: preferences. It also looks at mood, speech, behaviour, mental health, risks, sexuality and living skills. There was little information about the social history of a resident or any information about their daily living preferences and likes and dislikes especially if they were no longer able to communicate this information for themselves. All of this information and the assessment by the care manager of the care needs of the resident will be essential to help ensure the needs of the resident can be met by staff. The home currently does not encourage the independence of the person who is suffering from memory loss.There were few meaningful photographs or pictures to aid reality orientation.The decoration around the building does not aid orientation. Plans are in place to alter the decor.So far the front entrance of the building has been decorated and plans are in place to work through the building. The home is associated with national dementia care groups to keep up to date with current best practice. Residents have the opportunity to visit the home as often as they need in order to decide if they want to live there. A resident may come for meals, have overnight stays and be introduced to other residents at the home at a pace suitable to the individual. Care Homes for Older People Page 12 of 31 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are adequate arrangements in place to ensure the health and social care needs of residents are met by staff. Evidence: After a resident has moved to the home a care plan is designed around their assessed needs so that staff know how to provide the right amount of support. The sample of care plans examined outlined the needs of each resident and how these should be supported. Care plans are written in a respectful way that promotes the individuality and dignity of each resident. The sample showed that all care plans but one had been evaluated regularly. Records were in place to show how their medical and nutritional needs were being met. Residents care plans did not record much information about their social and leisure needs, their likes, dislikes,personal history, things that are meaningful and of interest to the person. This information is essential to ensure all the needs of the resident can be met by staff, their social as well as their health care needs. Care Homes for Older People Page 13 of 31 Evidence: Information for a life history book could be collected from someone who knew the resident well if the resident was no longer able to speak or give this information them self. Health care records were available on the files of residents to show that residents are supported to have access to health care services such as GPs, dentists,psychiatric services, district nurses and continence advisors. Risk assessments are in place for residents. Moving and handling assessments have also been carried out to show the moving and assisting needs of more dependent residents. Technical aids and equipment are available for residents who are unable to move independently. Training records showed qualified nursing staff members administer the medication to residents. Care records, conversation with staff and observation showed the privacy and dignity of residents is respected. Comments include The service is giving support to the resident and to the staff in the best way it is possible. Involves multi disciplinary team for the care of residents,also family and significant others. Care Homes for Older People Page 14 of 31 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Overall,residents have opportunities to make choices about activities,daily routines and menus so that they may lead a lifestyle that matches their social care needs. Evidence: A part time activities organizer is employed within the home. There are plans to increase the role to full time. Activities are available for residents and these include:memory skills,board games,exercise,song and dance,movies,family visits,arts and crafts,gardening,baking,pool,darts and a luncheon club. Various seasonal parties are arranged which are supported by relatives.There is a relatives group that meets every three months at the home. Life Histories are not completed for each resident. If they were they would supply information to ensure activities were more individual and person centred. They would help staff ensure that social and cultural needs of residents are given as much attention as the residents health and personal care needs. This would make reminiscence more personal and help staff engage and retain the involvement of residents. Care Homes for Older People Page 15 of 31 Evidence: Staff ask each resident about their wishes,interests and choices. The non qualified staff team have had some short training about memory loss. This training should help ensure residents are given some choice in order to keep some control in their lives. Residents have the opportunity to visit the local community with relatives and staff. The home has the use of a minibus so residents enjoy trips to the coast, to Newbiggin and the country.Some residents enjoy going to the pub or the Sports and Social Club to play pool and darts. Staff support residents to keep in touch with relatives. There were some relatives visiting at the time of inspection who had positive comments to make about the service. The homes menus are devized by the company outside of the home using Food for Thought manuals.It is therefore not localized and based on the known likes and dislikes of the residents of this home although residents were very complimentary about the food. The cook was advised to attend meetings in order to hear about menu suggestions and food likes and dislikes of people just in case the menus needed to be amended. Residents are asked daily what they wish to eat from the menu selection. A menu displays the daily choices available.Cooked breakfast is available daily.Lunch on the day of inspection was steak and kidney pie, peas, carrots and potatoes or salmon fishcakes and chips followed by apple crumble and custard. Residents also enjoy home baking. People have access to snacks and drinks in between meals but there was no facility for people to help themselves to cold drinks. Comments include excellent food for residents.Always access to tea and biscuits whenever residents require them. Residents have nutritional risk assessments and special diets are catered for. The dining rooms are bright and the tables are well set with table cloths, condiments and glasses. A luncheon club is also available in a separate area for a small group of more independent residents. Care Homes for Older People Page 16 of 31 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home has a clear complaints and protection system, but it is not user friendly. Evidence: Information about how to make a complaint is provided in the Service Users Guide. The complaints procedure is not available in other accessible formats,for example on cassette or DVD for people with reading or visual impairment. There is a complaints procedure on display within the home. The home keeps a record of complaints. There have been three complaints and three safeguarding incidents received since the last inspection which have been investigated and any necessary action taken. The home has a copy of the Local Authorities Vulnerable Adults procedures. Staff training about Protection of Vulnerable adults is planned to be updated at the beginning of October. Non qualified staff have not received training about behaviour that is difficult to work with although care plans did show any interventions required due to behavioural problems and support is provided by the Psychiatry of Old Age Team. Non nursing staff are to complete a short course about dementia care to give them more insight into the needs of people with memory loss. The manager was advised about a twelve week Dementia Care course that is currently available. Care Homes for Older People Page 17 of 31 Care Homes for Older People Page 18 of 31 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a comfortable and safe environment for those living there but it is not environmentally appropriate currently for people with dementia care needs. Evidence: The home is accessible and placed in the centre of a local community in a residential area. There are some shops and pubs quite nearby. A maintenance person works at the home. There is an ongoing programme of decoration and refurbishment around the home. Since the last inspection plans are in place to improve the decor of the home to make it more specialist so it is more appropriate to people with memory loss. The front entrance to the home has been landscaped. The reception hall has been decorated and the administrative area altered to make the home more welcoming. Decking has been provided in an area of the garden, this makes a pleasant sitting area for residents and is accessible from one of the lounges. The bathrooms and shower rooms have been decorated and the shower room is currently being retiled. Lighting has been replaced around the home to make it more light and appropriate for people with memory loss. The kitchen floor is to be replaced. A number of bedrooms have been redecorated. The flooring has been replaced in four bedrooms. Wide screen televisions have been placed in residents lounges. Crockery and cutlery have been replaced. A viewing room has been decorated and refurbished to show prospective residents what a bedroom looks like in the home. Care Homes for Older People Page 19 of 31 Evidence: The home has an appropriate amount of sitting,recreational and dining space. Furnishings and fittings were domestic in design. Some chairs were soiled and required cleaning. More effective odour control was required on the ground floor corridor. Room sizes meet the minimum required . Residents all enjoy their own bedrooms and they are personalized with some of their own belongings. There was emergency lighting around the home. The washing machines have the specified programme to meet disinfection standards. Care Homes for Older People Page 20 of 31 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are enough staff for the occupancy levels of the home,they are appropriately recruited and trained to meet the needs of residents. Evidence: Examination of staff rosters and discussion with the person in charge and members of the staff team showed that the numbers of staff are as follows 2 nurses and 4 carers 8 00am -8 00pm 1 nurse and 4 carers 8 00pm - 8 00am These numbers do not include the manager. Other members of staff are employed for duties such as food preparation, cleaning, gardening and organizing activities for residents. Since the last inspection a new deputy manager, registered mental health nurse,activities organizer and administrator have been employed at the home. A sample of staff records were examined and it was evident all the necessary checks are being carried out prior to workers being appointed or starting work at the home. Care Homes for Older People Page 21 of 31 Evidence: Two written references were available on staff files examined. An application form had been completed for each staff member. Emplyment histories were available. CRB checks are carried out before a person is appointed. Staff photographs were available on staff files examined. There is a good level of staff training. Twelve of the seventeen care staff have achieved or are studying for National Vocational Qualifications at levels 2 or 3. As the home provides nursing care for people with dementia,specialist nurses with mental health qualifications are employed. Staff have received the necessary statutory training and developmental training is planned to ensure staff can meet the specialist needs of people with memory loss e.g dementia care . The organization has its own training department and one day every week training and refresher training is available for staff to access locally.Training carried out includes communication skills, care planning,safeguarding, moving and handling, customer care,tissue viability,catheter care, palliative care, basic eye care, prevention of pressure sores,health and safety,medication training updates,infection control,mental capacity act , deprivation of liberty and safety awareness. Comments include the staff here are very welcoming to newcomers especially the manager. The service could improve staffing levels to be able to give the maximum amount of care to each resident (not just the minimum) There is a very comitted and dedicated staff,qualified and care and ancillary despite high demands of service users. The service provides training for staff to meet the needs of service users. There has recently been a high staff turnover. New staff are still settling in. Communication amongst staff can sometimes be impaired due to many different nationalities of staff but we are patient and ensure each service user gets the best care. Care Homes for Older People Page 22 of 31 Evidence: Care Homes for Older People Page 23 of 31 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a home that is well run,and run in their interests,and where the welfare of all is promoted. Evidence: Since the last inspection the manager responsible for the day to day running of the home has been registered by the regulatory authority. The manager has several years experience working in care and with this service user group. Most of the previous requirements have been addressed apart from areas such as demonstrating the homes capacity to meet the needs of people with dementia, design and decoration of the building for orientation and life history books. The manager has ideas and great enthusiasm to enhance the care provided to residents. He has introduced changes with regard to activities and outings,staff training, luncheon club, the garden and refurbishment of the current environment.He also plans to do further work on systems to increase choice and decision making within residents lives. There Care Homes for Older People Page 24 of 31 Evidence: has been a high turn over of staff but he is creating a staff team . There are regular staff meetings and also relative and resident meetings.Relatives,staff and residents spoken to gave very positive comments about him and the changes he was bringing about. Comments include the service is giving support to the resident and to the staff. It is caring for them the best way possible. The manager is accommodating and easy to approach. The service meets the needs of the residents and their safety and security is always met. The home is going through a changing process and therefore it is an ongoing process to create the best balance (staff,facilities,environment,service users) to have everything work together smoothly. When a resident does not keep control of their own money,the home is able to provide the facility to hold a small amount on behalf of the resident for everyday living. The home has a suitable system for accounting any monies on behalf of a resident. There was an excellent standard of record keeping and documents detailing fire safety, risk assessments in the environment, water temperatures and maintenance contracts were all up to date . Care Homes for Older People Page 25 of 31 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action 1 16 22(5) Residents with visual 01/05/2008 impairments or other reading difficulties must be provided with the complaints procedure in a format that meets their communication needs (e.g. on cassette or DVD) This is to ensure that everyone has equal access to information about how to make a complaint. 2 22 23(2)(a) The home must seek advice 01/08/2008 about the best environmental design and decoration within a home for people with dementia care needs. This is to ensure that the home considers the best ways it can support the orientation of the people who live here. 3 30 18(1)(c)i Arrangements must be made 01/08/2008 for all care staff to receive suitable training in dementia care. This is to ensure that staff are equipped to provide the right type of care for the people who live here. Care Homes for Older People Page 26 of 31 Care Homes for Older People Page 27 of 31 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 12 Life Story books must be 17/01/2009 compiled about each resident. This will give some insight into their likes, dislikes, personal history, things that are meaningful and of interest to the person,to ensure that staff can deliver care and support as individually as possible. This will ensure staff have the information to meet the social care needs of residents if the resident is unable to communicate this information. 2 16 22 Residents with visual 25/01/2009 impairments or other reading difficulties must be provided with the complaints procedure in format that meets their communication needs. Care Homes for Older People Page 28 of 31 This will ensure that residents who do not read will still have access to the complaints procedure. 3 18 13 Staff must receive training 25/02/2009 about challenging behaviour. This will help to ensure that staff have more understanding of the needs of people who display behaviour that is difficult to work with and so help prevent abuse. 4 18 13 The plans for ensuring all staff have suitable training in dementia care must be carried out, and an ongoing programme of updating this training must be developed. This will help to ensure that all staff have the skills and knowledge to support the residents. 5 22 23 The manager must continue to seek advice about the best environmental design and decoration within a home for people with dementia care needs. This will help residents maintain their independence and orientation. 6 26 16 More effective odour control 30/11/2008 must be provided on the ground floor corridor and the identified chairs must be cleaned. 25/03/2009 11/02/2009 Care Homes for Older People Page 29 of 31 This will help maintain the good levels of hygiene within the home. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 2 1 12 Ensure the information given to residents is in a more accessible format for people with dementia. Life history books should be completed for each resident to help ensure activities provided are meaningful and of interest to the resident. Cold drinks should be made available to residents or a facility to help more independent residents serve themselves 3 15 Care Homes for Older People Page 30 of 31 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 31 of 31 - 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!