Inspection on 25/09/07 for Willow End

This inspection was carried out on 25th September 2007.

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

The inspector 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 End 21/11/06

Willow End 07/03/06

Willow End 14/12/05

Willow End 18/03/05

Willow End 20/07/04

Similar services:

Claremont House

Coopers Mill Ltd

Sun Court Nursing Home

Bramley Avenue (73)

Paradise Lodge

Grangewood

Upaya Ananda

15 Bramble Close

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

CARE HOME ADULTS 18-65 Willow End 82a The Willows Mersea Road Colchester Essex CO2 8PX Lead Inspector June Humphreys Unannounced Inspection 25th September 2007 11:00 Willow End DS0000040671.V351390.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 End DS0000040671.V351390.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 End DS0000040671.V351390.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willow End Address 82a The Willows Mersea Road Colchester Essex CO2 8PX 01206 769713 N/A willowhealth@btconnect.com 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) Willow Health Limited Mrs Andrea Walters Care Home 7 Category(ies) of Learning disability (7), Physical disability (5) registration, with number of places Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Persons of either sex, under the age of 65 years, who require care by reason of a learning disability (not to exceed 7 persons) Five people with a learning disability who also have a physical disability whose names were provided to the National Care Standards Commission in September 2002 The total number of service users accommodated must not exceed 7 persons 21st November 2006 3. Date of last inspection Brief Description of the Service: Willow End offers care to 7 individuals with learning disabilities all of whom are accommodated in single bedrooms. There were 5 service users being cared for that had additional physical disabilities. Willow End is owned by Willow Health Ltd, a private company that is described within the Statement of Purpose as a ‘small, family run company’. The home is a detached, purpose built bungalow, situated in an established residential area. There is a range of local shops within easy walking distance. Public transport was available close by. A copy of the statement of purpose/service user guide is available on display in the home. An individual copy can be obtained on request from the manager. The range of fees charged by the home per week at the time of inspection was from £924.42 to £1227.59. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This routine unannounced inspection took place on the 25/09/2007. During the inspection the inspector met with the registered Manager, Mrs Andrea Walters, four staff and five service users. Three relatives were also spoken to by telephone after the day of the inspection. Documentation checked included a sample of service users’ care plans including behaviour management guidelines, records of accidents and incidents, supervision and team meeting minutes, health and safety records, medication records, and the complaints procedure. A tour of the house was also completed. Time was spent having afternoon tea with service users and staff. The service users appeared pleased and satisfied with the current service. This was particularly well articulated by two service users who were able, and keen to talk about the range of activities, and the things they enjoyed. The inspection was very positive, indicating that the service is well run by caring and committed staff, providing a good quality service to adults with both a Learning, and physical disability. All the requirements and recommendations from the last inspection in November 2006 had been met. What the service does well: The key worker system in place appears effective which ensures individual time and space, with someone the service user knows well. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 6 Guidelines and risk assessments are in place to enable staff to work effectively with difficult behaviour, and incidents are rare with staff being skilled at defusing situations. The accommodation is of a good standard and provides a ‘homely environment’. 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 End DS0000040671.V351390.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 End DS0000040671.V351390.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): Quality in this outcome area is (good) 2,3,4,5 This judgement has been made using available evidence including a visit to this service. The home understands the importance of having sufficient information when a service user is trying to choose a ‘new’ Home. Admissions are not made to the home until a full needs assessment has been undertaken, and service users are only offered a place if the staff have the ability and confidence to meet their needs. EVIDENCE: The statement of purpose and service user guide has now been updated. This includes a format produced in pictorial format to help service users in making a choice about if they would like to know more about the home. The home has not had an admission for a period, of approxamatly three years. The service has a well structured and planned referrals and admission process which was looked at on the day of inspection. The last perspective service user was assessed prior to admission, and given every opportunity to try the service. This was not only to see if they like the home environment, but also the other service users who live in it. This is a dual process, with service users who already live there having opportunity to be consulted about the new person. Service users contractual arrangements were reviewed. A sample of two were looked at and indicated that the contract terms had been updated since the Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 9 last inspection. The document contained sufficient information to ensure service users rights are protected and empowered. Willow End DS0000040671.V351390.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): Quality in this outcome area is (good) 6,7 and 9 This judgement has been made using available evidence including a visit to this service. A variety of different, and creative methods are used to enable service users to contribute in the development of their care plan, and feel involved in the choices they make. Care plans are person centred and focuses on service users strengths and personal preferences. Key workers actively provide one to one support, keep the care plan up to date and make sure that other staff always knows the persons current needs and wishes. EVIDENCE: All service users now have a person centred plan on file. The three care plans looked at were clear, precise, active working documents. They are regularly updated and amended, and written in an informative way using plain English. The information is easy to read and this enables greater consistency of care. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 11 Staff members interviewed on the day were able to talk about the information written in the care plans, which was important to make sure that service users health, personal care and social needs are met. Service users are consulted regularly, and are involved wherever possible in reviewing and updating the care plan with their key worker. One relative said, “the staff talked to us regularly and we feel we are involved with the care they provide”. The manager has undertaken an audit of care plans, and regular reviews have taken place. The manager explained that delays were previously related to involving care managers but the service now plans well ahead and where nonattendance occurs minutes are circulated. A health action plan is also incorporated within the plan. This focused upon specific healthcare issues, for example care and support with Epilepsy. This provided carers with a clear plan of action in the event the person has a seizure. Service users are supported to be involved in community activities, and visitors are welcomed into the home. Daily recordings detailed visitors, friends and relatives. One service user had weekly visits from family; another person was assisted to telephone home. The service also extended to assisting with transport by taking service users to both visit family and helping with travel arrangement to enable ‘weekends at home’. All service users either attend day centres or are involved in regular structured activities, which is a credit to the service with such a range of people with different needs. The key worker system in place appears effective which ensures individual time and space, with someone the service user knows well. Any concerns are well recorded and acted on. Service users meetings are held regularly, and minutes were available. Communication between staff and service users was mutually respectful, upbeat and positive. On several occasions during the inspection service users were observed receiving individual support, one young person was anxious to have a cup of tea. The member of staff reassured the person, and assisted them in a clear but caring manner. Guidelines and risk assessments are in place to enable staff work effectively with difficult behaviour and incidents are rare with staff being skilled at defusing situations. Only two incidents (reg 37’s) have been recorded since the last inspection and these were well documented. The manager has continued to work hard on producing supporting documents based on symbols/ easy read summaries to assist service users i.e. in relation to menstruation, voting, cooking certain basic meals. These are an excellent resource to service users and staff. Willow End DS0000040671.V351390.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): Quality in this outcome area is (good) 12,13,15,16 and 17 This judgement has been made using available evidence including a visit to this service. Staff listen to the people who live in the home, and make continued effort to ensure that the things that are important are acted upon. Everyone is involved in menu planning and the cooking of meals; making sure that service users are able to enjoy the food they prefer and like The delivery of personal care is individual and is flexible, consistent, reliable, and person centred. EVIDENCE: Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 13 Talking to service users and staff during the inspection provided ample evidence of the participation by service users in a varied range of individually appropriate activities within the local community. Risk assessments for individual activities where there were concerns had been completed. A member of staff has been employed since the last inspection (three days per week) to co ordinate daily activities both within the home and outside. This is to try to increase, and enhance activities available to service users. Service users family and friends details were indicated on all the files seen. Contacts were recorded, and included how service users behaved, or comments they made when returning from a visit, or time away. Service users and staff are involved in the planning of menus, and daily food preparation together. Menus and some recipes are again in pictorial format with staff working hard to ensure each service user made a choice, and felt involved. Dependent on the choice of the day and how complicated it is to cook meant how much the service users were involved. Much of the food was freshly cooked and this was a very positive system allowing everyone to do as little or as much as they were able. Snacks and drinks were available throughout the day, and there appeared to be no restrictions. The inspector observed that routines in the home are flexible, and varied according to individual choices, and needs. One service user was observed cleaning the kitchen with support from a staff member; there is a list of weekly service user tasks. It all appeared very ‘chatty, and social able, stopping to make tea half way through the task. The manager stated that the introduction of tasks had helped greatly in building confidence, making service users feel that this was their home. Some people were able to participate more then others and this appeared to have been generally well thought though in the tasks that had been agreed with each person to complete. Staff helped and guided service users where necessary and one person said, “this is o.k.” The home is very pleasant, with a commitment to involve service users in the decoration of their own spaces. Bedrooms seen were personalised with individuals’ personal belongings, favourite books and pictures being nicely stored. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 14 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): Quality in this outcome area is (good) 18,19 and 20 This judgement has been made using available evidence including a visit to this service. The Statement of Purpose details the support the home can deliver with a commitment to person centred planning, and refer to the skills and ability of the staff group. A positive, and proactive approach is used to promoting service users health care. The home operates sound systems for the handling of medication that protect the interests of service users. EVIDENCE: Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 15 Service users are supported wherever necessary with all aspects of their physical and emotional health. Adequate and appropriate input from specialists such as community nurses, consultants, GP, dentists, opticians and dieticians is provided both within the community, but also at home. Assistance required was clearly detailed in the three care plans seen. One relative spoken to said, ”The staff are very good at ensuring appointments are followed up, and the Manager lets us know what is happening”. Information and advice provided, was adequately monitored, and recorded on the contact sheets seen. Several care plans seen had been updated to allow for changing needs. The home has a robust policy and procedure in place to safeguard the administration, storage and receipt of medication. No concerns were found with regard to the administration of medication on the day of inspection. Three-service users medication was looked at in detail. The medication sheets were signed accurately and were crosschecked with the remaining amount of medication. Medication was found to be clearly labelled. Training records indicated that staff had undertaken training with regard to administering medication. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 16 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): Quality in this outcome area is (good) 22 and 23 This judgement has been made using available evidence including a visit to this service. Service users, and others involved with the home understand how to make a complaint and are clear about what will happen if a complaint is made. Mechanisms for recording complaints are clearly written and easy to understand. Staff working at the service knows when incidents need to be reported to external agencies, but the safeguarding policy would be activated quicker if the contact telephone on the policy were the point of contact. EVIDENCE: The home’s procedures provide specific timeframe for responding to complaints and offer clear information about various stages of the process. The complaints procedures, is also in pictorial form and is located outside the office. The information on who to contact to complain has been updated and the manager was fully aware that the Commission for social care inspection no longer directly investigate complaints and the procedure to follow. Information regarding how to make a complaint is also included in the home’s statement of purpose and service user guide. Given that many of the service users have high complex needs, and therefore limited verbal communication skills, it is quite appropriate and very conducive to good practice for staff members to inform service users about how to raise any concern, though regular discussions at the ‘residents’ meetings. The manager said that they Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 17 usually tried to sort out any grumbles raised by the service users informally, though the one to one key worker sessions, as this was contact with someone they new well. Relatives and significant others were aware of the policy, and new how to complain if needed. Given the complex needs of the people living at the homes at the time of the visit, it was difficult to seek their views, in order to gain any accurate information regarding this particular subject. They however appeared to be very happy and relaxed in the company of the people they live with and the staff who support them. One service user said “I’d tell him no!” Complaints record examined indicates that there have been no complaints made since the last inspection in November 2006. Has part of the quality assurance process the service consults relatives/parents on a regular basis. The inspector discussed with the manager one questionnaire returned, as it did raise an issue of concern. The Manager said this was not registered as a complaint by the relative and provided significant evidence to show how the service dealt with this. Clearer guidelines to staff had been introduced, and the persons risk assessment had been updated. CSCI have received no complaints about this service and are unaware of any safeguarding adults referrals made during the same period. The home was in possession of the ‘Safeguarding Adults’ pack provided by the local authority and in addition, the home has a comprehensive guidance document for staff. The pack does not have telephone contact numbers and neither did the homes policy. On the day of inspection the helpline was telephoned and it was unclear if this was a point of contact either. This needs to be clarified to allow any possible incident to be dealt with immediately. Four staff was interviewed as part of the inspection process. All staff was able to explain what they would do when given a possible scenario of a situation of abuse, which could arise, within the home. Staff confirmed they had received training on adult abuse via video sessions and were aware of the ‘Whistle Blowing Policy’. One person interviewed said “it’s refreshing to be working in a service that really works towards putting the service user first at all times”. Willow End DS0000040671.V351390.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): Quality in this outcome area is (good) 24,29 and 30 This judgement has been made using available evidence including a visit to this service. Both shared, and personal space is tailored to the individual styles and tastes of the service users. The home is homely, comfortable and safe. EVIDENCE: The accommodation is of a good standard and provides sufficient space for the service users who live there. The staff at Willow end has worked hard to make the home environment look ‘like a home’. There are service users personal belongings throughout the building, and pictures on the wall. All the service users have been assisted to personalise their bedrooms with posters/pictures and other individual personal belongings. The bedrooms are of a sufficient size to accommodate wheelchair users, and any adapted aids that are deemed necessary. One bathroom has been fitted with an adapted bath this is located near to the bedrooms of the people who use it. This allows dignity and respect to be maximized when service users are assisted with bathing or changing. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 19 There are number of communal areas for service users to meet and socialise, which due to high usage requires constant repair and redecoration. At the previous inspection the carpet in the dining area was discussed as needing cleaning or replacement. The manager showed evidence of the carpet having been cleaned and is now in the process of replacing it. Several rooms are in the process of being redecorated including the hallway. Willow End DS0000040671.V351390.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): Quality in this outcome area is (good) 32,34 and 35 This judgement has been made using available evidence including a visit to this service. Service users can be assured that their needs will be met by caring, sensitive trained staff that has had the necessary safeguarding checks. EVIDENCE: Ratios of staff have improved in the home and this means that staff now has more time to spend with service users doing the things they may wish to do. The new activity co-ordinator role ensures that daily activities are regularly reviewed, and time is spent trying to find out what service users prefer. One relative stated “the staff do not make the residents do things that they don’t want to do, there is always a choice, even if they just prefer to stay at home”. There is a range of training being offered to increase and develop knowledge within the staff team with a view to the continued improvement of the service provided. There is a stable staff team in place with few vacancies. Supervision is seen to be offered regularly, as well as on the job coaching. New staff are fully inducted and do not work unsupervised until confident. Two of the members of staff spoken with said they were very well supported both by senior staff and the registered manager. A relatively new member of Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 21 staff discussed the induction process in the home has informative, and felt that the overall support provided was very good. Staffing employment records were looked at in depth in the last inspection and no concerns were raised. One new employees records were seen on this occasion and were satisfactory. Willow End DS0000040671.V351390.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): Quality in this outcome area is (good) 37,39 and 42 This judgement has been made using available evidence including a visit to this service. Service users live in a home that is well managed, and provides a happy and safe environment. Staff receive a good level of formal and informal support, which provides service users with consistency of care. EVIDENCE: Since the previous inspection the manager has now registered with the Commission. In the absence of the manager a member of the senior staff is allocated to ‘act up’. This arrangement appears to work well, and staff seems to be more aware of where various paperwork is stored. A sound quality assurance system is in place that meets the needs of the service. Annual questionnaires are sent to all the residents and their families, and feedback is given to them on the outcomes. The surveys looked at were generally positive with only one out of seven raising any concern. The manager Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 23 said that she had been surprised that the concern had been raised has she thought that she had dealt with it. However she acknowledged that the feedback was useful. There are regular service user meetings in the home, where all service users are encouraged to make a contribution. Service users were asked to make suggestions for any improvements they would like to see in the home and the minutes demonstrated that there suggestions and comments had been discussed as part of the senior/team meetings. The arrangements for management of residents’ money were checked as part of the inspection process and appeared to be accurate. Money is stored safely and adequate records are maintained in order to protect service users from financial abuse. Appropriate records for the health and safety of the service users and staff are maintained in the home, and staff follows the home’s policies and procedures. All the staff has training in moving and handling, fire safety, food hygiene and infection control as part of their induction, and are regularly updated. Not all fire drill records were available on the day of inspection, but these were verified shortly afterwards. Willow End DS0000040671.V351390.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 X 2 3 3 3 4 3 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 3 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 4 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X X 3 3 X X 3 X Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 25 No Are there any outstanding requirements from the last inspection? 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 YA23 Good Practice Recommendations The contact number of the outside agency to refer safeguarding issues to should be included in the policy and procedure of the home. Willow End DS0000040671.V351390.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Colchester Local Office 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 End DS0000040671.V351390.R01.S.doc Version 5.2 Page 27 - 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. 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