Inspection on 04/08/05 for Willowmead Residential Home

This inspection was carried out on 4th August 2005.

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

The inspector found there to be outstanding requirements from the previous inspection report but made no statutory requirements on the home.

Other inspections for this house

Willowmead Residential Home 16/01/08

Willowmead Residential Home 13/10/06

Willowmead Residential Home 14/03/06

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

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

CARE HOMES FOR OLDER PEOPLE Willowmead Residential Home Wickham Bishops Road Hatfield Peverel Essex CM3 2JL Lead Inspector Alan Thompson Draft Report Unannounced Inspection 11:30 4th August & 15th September 2005 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 3 SERVICE INFORMATION Name of service Willowmead Residential Home Address Wickham Bishops Road Hatfield Peverel Essex CM3 2JL 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) 01245 381787 01245 382356 Wickham Bishops Nursing Home Ltd Mrs Patricia Ryland Care Home 62 Category(ies) of Dementia - over 65 years of age (22), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (1), Old age, not falling within any other category (62) Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. Persons of either sex, aged 65 years and over, who require care by reason of old age only (not to exceed 62 persons) Persons of either sex, aged 65 years and over, who require care by reason of dementia (not to exceed 22 persons) One person, aged 65 years and over, who requires care by reason of a mental disorder, whose name was made known to the Commission The total number of service users accommodated in the home must not exceed 62 persons 16/12/04 & 10/2/05 Date of last inspection Brief Description of the Service: Willowmead is a residential home which offers accommodation for up to 62 older people (over 65 years). The home has been under new ownership since February 2004. The name of the new owning organisation NHCH Limited, was changed again in April 2005 to: Wickham Bishops Nursing Home Ltd. This was a change of company name only. Willowmead is located in a rural setting with no direct public transport links. The nearest town/village is Hatfield Peverel, which is approximately 2 miles away. The home is divided into two completely separate buildings/units. One is called Hatfield, the other is named Wickham. Accommodation is on two floors in both buildings, with lounge and dining facilities on the ground floors. Access between floors is provided by a passenger lift in each unit. There were fifty six single bedrooms and three double bedrooms between the two buildings. Hatfield has one main lounge and a smaller visitors lounge along with one dining room. Wickham has one lounge/dining room. The home has gardens to the rear and side of the property, these were spacious but in need of continued attention to enable residents’ access and use. Access to the home is via a narrow public lane with no footpath, ample car parking is provided for visitors at the front of the properties. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This unannounced inspection commenced at 1130 hours on Thursday 4th August 2005. The inspection was not completed until 15th September 2005 as the inspector needed to confirm several issues with the registered manager before the report could be finalised. The visit on the 4th August included a second inspector, Mr B Bailey. This report includes comments on findings from the day/s of the inspection and from taking account of additional inspection visits to the home carried out on 17/3/05, 28/4/05 & 7/6/05. These additional visits were to monitor progress against the requirements and recommendations made in the report from the inspection carried out on the 16/12/04 & 10/2/05. Residents, visitors and staff were spoken with. Random samples of records, policies and procedures were inspected and a tour of the premises took place. Many residents were unable to express any views on the service owing to their diagnosed dementia. Those spoken to who did have a view said they were generally satisfied with the care they received and with the quality of the food and accommodation offered. Visitors spoken with were not all satisfied with the care and support from staff to residents. The manager has worked consistently towards complying with the requirements and recommendations made in the last report. There does however remain an issue regarding the lack of numbers of senior staff employed by the owners of this home, to support the manager with the day to day and night time supervision of care staff. It is understood that a second Team Leader was appointed in September 2005. This is a positive step in ensuring care staff practices are monitored by management but does not yet extend to regular management supervision at night. Whilst progress has been made in improving staff training and to the premises, there have been a recent spate of complaints about staff attitudes and poor care practices. In total there have been five complaints, two were anonymous, one of which included adult protection issues resulting in an adult protection referral to Essex County Council under the POVA (Protection of Vulnerable Adults) procedures. Three complaints have been passed to the named Responsible Individual acting on behalf of the owners, for internal investigations. The fifth complaint was dealt with immediately by the manager. What the service does well: Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 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. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 3&5 The home’s assessment format and process was adequate for ensuring that initial perceived needs were identified upon admission. EVIDENCE: The manager visits all prospective new residents to assess their needs. A pre-admission assessment form is completed covering personal care, diet, weight and food preferences, sight, hearing, speech, oral needs, mobility (a falls & manual handling risk assessment is completed separately), medication, continence, psychological, social & hobbies, lifestyle, dislikes & background information with next of kin contacts. Care plans are compiled after admission. All prospective new residents are invited to visit before deciding on moving in on a month’s trial placement. Usually relatives will visit with the service user. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 9 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7&8 Care plans in place set out the residents daily needs to provide staff with the actions required to meet these. The health care needs of residents were generally assured. EVIDENCE: The care plans for new admissions includes a first review date. The notes from this review are kept on file. Care plans seen included personal and background information, next of kin details, GP, a full initial needs assessment, including care needs, lifestyle, social, physical, diet, medical, psychological needs, communication & skills. The full daily plan of care is compiled after admission under headings of: food/drink, toilet, health & hygiene, physical & mental abilities and social interaction. These headings are then broken down into sections of problem/need, aims/expected outcomes and care action required from staff. Reviews were up to date with recorded notes. Care plan files also included records of GP visits, weight, falls risk assessment, general risk assessment, manual handling risk assessment. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 10 The home now has a visiting dentist who will provide domiciliary visits to residents. Some residents still visit their community based dentist. District nursing support is regular. Pressure sore risk assessments were included in care plan files. District nursing services provide pressure relieving aids and equipment. Continence advice is through a local hospital, in-house training has been provided to staff on this subject.. Specialist nutrition advice is sought through the GP practice, with speech therapy advice also available. Hearing tests also at a local hospital in Maldon after referral from the GP. An optician and chiropodist visit the home at regular intervals. GP services are provided by a local practice in Hatfield Peveral. Bathing records are maintained. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 11 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 13, 14 & 15 It was not clear whether residents were supported in exercising choice regarding day to day routines in the home. Meals provided would appear to ensure a wholesome, varied and nutritious diet for residents. Contact with relatives was maintained. EVIDENCE: Relatives and friends are able to visit at all reasonable times. Information on visiting is in the statement of purpose and service user guide. All but three rooms were single occupancy which ensures privacy. There was also a small lounge in Hatfield unit available for residents to see their visitors separate from the main communal areas. Information was seen displayed in the home on how to contact external advocates. Items of personal possessions were seen in resident’s bedrooms. The inspector was advised that relatives support residents with their financial affairs. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 12 Residents spoken with who could express an opinion said that the food was good and there was enough of it. Nutrition records and menus had been kept and evidenced choice. Food stocks seen were acceptable. The kitchen was considered small for the size of the home and the floor covering, walls and ventilation grill over the cooker required attention. (It is understood that the floor covering was scheduled for renewal in September 2005). The dining room furniture in Hatfield unit had been renewed in the past 12 months, and the chairs and floor covering in Wickham had been renewed since the last inspection. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 13 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 The home’s complaints procedure allowed for residents and relatives to formally raise any concerns or areas of dissatisfaction with the service. It was not possible to reach a judgement that residents are protected from abuse. EVIDENCE: The complaints policy was inspected and contained information on who to complain to with expected response times. Contact details of the current registration authority were now up to date As mentioned in the summary CSCI has received five complaints about this home over the past 3 months. Issues raised are under investigation, these include poor care practices by staff, staff attitudes relating to privacy and dignity and possible adult protection matters. Over the past 12 months staff training has taken place on abuse & adult protection issues. This training needs to be provided to all staff and be regularly updated. The home’s written guidelines concerning the protection of vulnerable adults procedures does now include the Dept of Health guidance on POVA (Protection of Vulnerable Adults) procedures. Comments from individual residents regarding staff attitudes towards ensuring that their choices and individual needs are respected at all times were positive, although there are many residents in Willowmead who are unable to express their views and feelings about the support from staff. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 14 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): Furnishings in the home looked comfortable but not all areas were acceptably maintained, and until all hot water to showers is regulated there is a potential risk to residents. Private accommodation was comfortable and suited to needs and preferences. The premises were accessible, and had sufficient (according to these standards) numbers of toilets and bathrooms. EVIDENCE: The programme of refurbishment had continued. New furniture and floor covering was seen in Wickham unit dining room, and the front stair carpet had been replaced. General progress on redecoration throughout the home was also evident. This work needs to continue. Other improvements include new assisted bathing facilities in both units and a new sluice in Wickham unit. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 15 The premises was inspected, some specific areas currently requiring attention are as follows: Doors to bathrooms and some bedrooms on the ground floor in Wickham unit appeared to have been damaged and ‘patched up’. The repairs were unsightly and these doors need replacing completely. Some areas of communal corridor carpeting on the ground floor in Hatfield unit were still stained and need replacing. Bathrooms and wcs in Hatfield unit had missing wall tiles and some required attention to uneven floors. (specifically bathroom number 2). The groundfloor sluice room in Hatfield had broken tiles in the wash hand basin and missing wall tiles. The kitchen floor was receiving attention but the ventilation grill over the cooker requires cleaning as did the walls in the service room adjoining the kitchen. Wickham unit lounge and dining room needs improved ventilation and the missing lightbulbs need replacing. Hot water from the first floor shower in Hatfield needs regulating to control the temperature at or near to 43 degrees celcuis. There are requirements regarding these items in this report. The manager advised that general maintenance and gardening in and around the home is undertaken by the ‘handyman’. Improvements had been made to the grounds but further work was needed. Premises standards include: Hatfield unit had a main lounge and a smaller lounge adjacent (mainly used as a visitors lounge). There was also a separate large dining room in Hatfield unit. Wickham unit had just one lounge/dining room. Activities take place in the lounges. Some areas of the garden were enclosed and were accessible to residents, some rooms overlooked the improved ‘quadrangle’ garden. Lighting in communal areas in Hatfield unit appeared sufficient for residents needs. Furnishings in the lounges was adequate. There were sixteen communal wcs, (eleven in Hatfield and five in Wickham). One bedroom in Hatfield had private en-suite wc, twelve bedrooms in Wickham had private en-suite wc. There were five bathrooms and two seated shower rooms in Hatfield unit, with four bathrooms and one shower room in Wickham. The shower room in Wickham was still under-going upgrade and refurbishment. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 16 Assisted bathing facilities throughout the home had been improved with two new assisted baths, one in each unit. There was still one portable bath hoist available and one ‘medibath’. Shower facilities were also being improved. There were grab rails in corridors and raised toilet seats in some wcs. Each unit had a shaft passenger lift. Hatfield unit had two lifts but one had been decommissioned. A staff call system was in place throughout. Storage facilities for wheelchairs was limited. Residents hold keys to their private rooms if they wish. Some rooms had external bolts fitted, the manager must ensure that usage of these is strictly controlled taking account of potential adult protection considerations. Individual rooms inspected were adequately decorated and many contained personal items and possessions. The home was clean and tidy on the day. Some bedrooms had a slight background odour but the Team Leader advised that cleaning of bedroom carpets occurs daily. Residents spoken with, who expressed a view, said they were satisfied with their rooms and the facilities provided. All radiators seen had low temperature surfaces. All bedrooms and communal rooms seen had central heating. Tests for Legionalla had been carried out. Since the last inspection improvements had been made to regulate the temperature of the hot water supply in the home. However one shower tested needed attention. The laundry was sited in Wickham unit and met the standard. There were two industrial type washing machines and one industrial type tumble dryer which had been installed since the last announced inspection. Floors and walls were considered easily cleanable and impervious. The manager has advised that training in infection control had been provided to staff. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27 & 29 Staff recruitment procedures aimed at the protection of residents had been followed. Staffing levels and skills may not meet the needs of residents EVIDENCE: Staff recruitment records were inspected. Evidence was seen that CRB checks are undertaken, two references obtained, application forms completed, proof of identity obtained, including a photograph, medical statement completed and an induction training record kept. Staffing rotas inspected showed a minimum of ten carers work daytime shifts with six working waking night shifts. The manager’s hours were supernumery. Daily care staffing provision is split between the two units. Separate and additional rostered staff undertake administrative, cooking, cleaning, kitchen assistant, maintenance and laundry duties. The registered provider has appointed two part time shift leaders to assist the manager in the day to day supervision and support provided to care and ancillary staff. However comments received by the inspector from residents, and some visitors, regarding staff attitudes and the support provided to residents continues to indicate that there is a need for further expansion of the Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 18 management team, to ensure that at least one designated shift leader is rostered on duty on all daytime and night time shifts throughout the home. There is a repeat requirement regarding this issue in this report. This issue needs to be addressed by the registered provider as the current level and content of complaints indicate that staff are not being acceptably supervised and are not always undertaking their duties in the best interests of the residents. Staffing levels are also in need of review as comments received from staff themselves, suggests that workloads may not be manageable owing to the increased needs of residents since the home’s variation of registration in 2004, to include people over 65 with dementia. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 35, 36, 37 Residents’ financial interests appeared to have been safeguarded. Records required by regulation were in place and up to date. Supervision policies were in place. EVIDENCE: The manager has advised that the home does not act for any residents with regard to personal finances and benefits due. Relatives or appropriate next of kin retain this responsibility. Personal items for residents, such as toiletries, are purchased by the home for re-imbursement by relatives as invoiced. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 20 The home’s supervision format included training needs, personal development, resident issues, communication, record keeping and any other issues. A programme of supervision dates was produced which offers individual supervision at the recommended timescales. Random samples of records required to be kept were inspected, these included: Care plans, assessments, background information and next of kin details, statement of purpose & service user guide, inspection reports, staff recruitment, staff rota, regulation 37 notices, visitors and fire procedures. All seen were considered appropriately maintained at the time of this inspection. Evidence was still not available to confirm that the home’s electrical installation supply had been tested within the past five years. The requirement on this issue remains in place. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X 3 X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 X 10 X 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 2 3 3 X 3 3 2 3 STAFFING Standard No Score 27 2 28 X 29 3 30 X MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score X X X X 3 3 3 2 Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 22 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1 Standard 38 Regulation 13(4) Requirement The registered provider must ensure that the home’s electrical installation supply has been tested by an appropriate electrical contractor. Previous timescale of 31/5/05 not met The registered provider must make arrangements for the replacement of stained carpets, and of damaged doors, as detailed under standard 19 of this report. Previous timescale of 31/5/05 not met The registered provider must ensure that care staff are appropriately supervised at all times. Previous timescale of 31/5/05 not met The registered provider must take action to repair damaged walls and floors in bathrooms, wcs and the sluice room as detailed under standard 19. DS0000064381.V252416.R01.S.doc Timescale for action 31/12/05 2 19 23 31/12/05 3 27 18 31/12/05 4 19 23 31/12/05 Willowmead Residential Home Version 5.0 Page 23 5 19 23 6 25 13(4) 7 18 18 8 19 23 The registered manager must ensure that the ventilation duct and walls in the kitchen are cleaned. The registered manager must ensure that hot water in the first floor shower in Hatfield unit is delivered at or near to 43 degrees celcuis. The registered provider must ensure that all staff are trained in recognition and responding to suspected adult abuse. The registered provider must enure that lighting and ventilation in Wickham unit lounge/dining room is improved. 30/11/05 30/11/05 31/01/06 31/01/06 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 12 Good Practice Recommendations The home’s manager should ensure that service user meetings take place at regular intervals. Records of issues discussed and decisions made should be available for inspection. Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 24 Commission for Social Care Inspection Colchester Local Office 1st Floor, Fairfax House Causton Road Colchester Essex CO1 1RJ National Enquiry Line: 0845 015 0120 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 Willowmead Residential Home DS0000064381.V252416.R01.S.doc Version 5.0 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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