Inspection on 18/05/06 for Willows Court

This inspection was carried out on 18th May 2006.

CSCI has not published a star rating for this report, though using similar criteria we estimate that the report is Adequate. 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

Willows Court 07/01/10

Willows Court 24/06/09

Willows Court 14/01/09

Willows Court 18/02/08

Willows Court 09/05/07

Willows Court 07/11/05

Willows Court 08/08/05

Similar services:

Trevayler Residential Care Home

Byars Care Home

St Marys Nursing Home

Bramble Lodge

Parkmanor Residential Home

Thornham Grove

Hunter`s Lodge

London Road Neurological and Specialist Care Unit

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

CARE HOMES FOR OLDER PEOPLE Willows Court 107 Leicester Road Wigston Leicestershire LE18 1NS Lead Inspector Lesley Allison-White & Keith Charlton Unannounced Inspection 18th May 2006 09:30 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 Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Willows Court Address 107 Leicester Road Wigston Leicestershire LE18 1NS 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) 0116 2880223 0116 2880223 BestCare Limited Mrs Amanda Cooke Care Home 29 Category(ies) of Dementia - over 65 years of age (18), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (18), Old age, not falling within any other category (29), Physical disability (24), Physical disability over 65 years of age (24) Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. 4. No one falling within category PD or PD(E) may be admitted into the home when there are 24 persons of category PD or PD(E) already accommodated. No one falling within category MD(E) or DE(E) may be admitted into the home when there are 18 persons of category MD(E) or DE(E) already accommodated. Rooms 21/22/23 not to be used for residents who fall within categories PD or PD(E). No one under 55 years falling within category PD may be admitted into the home. 7th November 2005 Date of last inspection Brief Description of the Service: Willows Court Residential Home offers care services to a maximum of 29 residents. The home is a modern property situated in a quiet residential area of Wigston town. The property can be accessed by main road routes and bus services. There is ample parking available on the road outside the home. Accommodation is offered on the ground and first floor levels. A passenger shaft lift offers access for those with limited mobility. Eric the cat lives at the home. There is a quiet room it is also the smokers area. The home is owned by BestCare Limited who are registered with the Commission for Social Care Inspection. Cost for per week £379 to £405.00. It costs £400.00 per week for a shared room. There are six shared rooms with ensuite. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The focus of inspections undertaken by the Commission for Social Care Inspection is on outcomes for residents and their views of the service provided. Inspection planning took three hours and consisted of a full review of the Inspection record, any previous requirements or recommendations made, the Home’s service history record including notifications of accidents, events and incidents, any previous comments received from residents and relatives and previous correspondence between CSCI and the Home. The information was collated and analysed to form the plan of inspection focusing on the outcomes for Residents. This inspection was carried out unannounced and lasted for some seven hours in total with the Registered Manager and Deputy Manager present. The primary method of inspection used was ‘case tracking’ which involved selecting three residents and tracking the care they receive through review of their records, talking with them and/or observations of practices of care staff. The outcomes for residents were, given the various health conditions of residents, mainly judged on observations made at the visit. Three staff and nine residents were spoken with to obtain their views. The inspectors also had the opportunity to speak to one relative and a District Nurse visiting the home on the day of the inspection. What the service does well: At the inspection it was observed that there were many areas of good practice for example, residents needing the aid of a wheel chair were transferred comfortably and safely and the footplates were used on each occasion. Staff did not appear to be hurried and walked alongside slower mobile residents. This had the effect of residents looking happy and relaxed when they walked along side the staff. The staff demonstrated a kind and patient manner when caring for the residents. They worked in pairs through out the visit. It was noticed that staff were helpful, polite and friendly during the inspection to all visitors. A relative spoken to confirmed this. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 6 Mealtime was observed. The food was hot and was well presented. Not every resident at the home wore or had teeth but were still able to enjoy the three-course meal. Residents who could not settle at the dining table were observed being catered for by the staff who took them aside in another lounge and assisted them to enjoy their meal. One resident explained that he likes to go out to the local shops for his newspaper and is able to do so. A relative said: “ generally I feel that the care is very good here.” What has improved since the last inspection? What they could do better: Staff were observed to be lifting a resident instead of using a proper moving and handling technique. This needs to be reviewed. From the evidence gathered it was apparent that the activities planned did not always take place due to the lack of available staff. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 7 The medication records in some cases showed a lack of clarity and some creams were not signed for when given to the residents by the staff. Ethnic food should be provided to suit the particular ethnicity of the resident spoken to. Comment from a resident “there was no ethnic food or choice here.” There was no mention of resident involvement in the menu planning. This is an area that the Registered Manager will look into. Staff must ensure that they remain alert to the changing needs of their resident group, record fully in care records and management ensure staff training in residents conditions, e.g. schizophrenia, challenging behaviour etc. Staff need to be provided with copies of the General Social Care Council Code of Conduct so that they fully understand their duties with regard to residents welfare, e.g. fully understand the Adult Protection procedure. The Registered Manager needs to ensure that staff supervision is up to date and that a Quality Assurance system is put into place so that residents needs are first priority. There were still radiators that not have protectors on them, as identified by the Registered Manager’s Risk Assessment. This could result in a burn injury to a resident. As it is Spring/Summer time and the radiators are turned down the home has given an undertaking to ensure that this is in place when they carry out their refurbishment programme before the next cold spell. Of the rooms seen there was no safety latches on the windows - this was noted in the last inspection report. This could impact on the safety of the residents. The Registered Manager and Responsible Individual explained that they were due a visit from the Fire Officer at the end of this month and they would ask for advice as to which catch was appropriate to fit to the windows. 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. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 8 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 Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 9 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 and 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents have their needs assessed prior to moving into the home and can be assured that their needs will be met. EVIDENCE: As part of this key inspection process three residents were case tracked. Other residents and a visitor also spoke to the inspectors. There had been a new emergency admission and the there was evidence of a needs assessment carried out prior to admission. Other residents’ case tracked during this inspection also had their assessed needs documented in their care plans. There was evidence of other outside professional judgments, which formed part of the assessment process. The home does not offer intermediate care. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, and 10 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents’ health care needs are generally met though some practices require review, they are treated with respect and are given privacy. EVIDENCE: Residents said they thought that staff were helpful and that if they were sick then staff would call a GP. Not all residents could remember seeing a Care Plan. The Registered Manager said residents would be reminded that they could see their Care Plans if they wanted. The care records of the case tracked residents were largely up to date though contained no detail of a relative’s concerns as to the care her father had received in the preceding week. The medication kardex in some cases showed a lack of clarity and some creams were not signed for when given to the residents by the staff. The Controlled drugs book was inspected and satisfactory. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 11 Staff were observed moving and handling the residents through out the inspection. They generally used lifting belts or hoists as appropriate. Residents needing the aid of a wheel chair were transferred comfortably and safely and the footplates were used on each occasion, though one resident was seen to be lifted using an unsafe procedure. Staff walked alongside slower mobile residents. They demonstrated a kind and patient manner when caring for the residents. They worked in pairs through out the visit. It was noticed that they were helpful, polite and friendly during the inspection to all visitors. A Physiotherapist visited the home when the inspectors were there and also a District Nurse. The District Nurse was able to speak to the inspector and explained that she visited twice a week or as required. She was currently visiting a very poorly resident who was having dressings applied to ulcers. She explained that she has found that sometimes things are not always done as requested by her. “ Their hearts are in the right place but sometimes due to not enough of them or because they do not realise the importance of what you are saying things get forgotten, but for most part the staff will do things.” The inspector asked the Registered Manager about this and the Registered Manager explained, “the resident does wriggle”. Improvements in communication between the home and visiting professionals need to be reviewed to ensure the residents well being is known to both parties. A relative visiting was spoken to by the inspector and said, “ generally I feel that the care is very good here.” One resident was observed in the smoking room/ quiet lounge and this person was unable to use one side of their body. The inspector observed inconsistency in care - the resident was given a drink and the table, ashtray and drink that they needed to use, were all placed on the affected side by a member of staff. Staff must ensure that they remain alert to the changing needs of their client group. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents find the lifestyle in the home matches their expectations and are able to maintain contact with family and friends from the local community. EVIDENCE: During the inspection visitors were seen and spoken to whilst visiting their relatives. There is an activity programme within the home and a monthly Karaoke evening at the home 7 –9 pm. The monthly Karaoke evening is organised with an external entertainer and the home has some good photographs of evenings with the entertainer. On the day of the inspection the programme listed 11am to 12pm bingo with a sing along in the evening. There was no evidence of bingo taking place. By asking further questions it was found that the programme is dependent on the staff being available to carry out the programme. It was suggested that the home considers an activity coordinator for this role, which is separate from the role of a carer. The District Nurse also commented “ She has not seen any activities when she visits” She also commented that some staff show a lack of insight when “staff put on radio one in the residents bedroom”. She addressed this issue with the staff member directly and the staff changed it immediately. Staff need to be Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 13 proactive in considering such issues with residents, e.g. does anyone want to watch the TV in the lounge, as no resident appeared interested in one lounge. The dinnertime was observed. The food was hot and was well presented. A sample of the food was tasted and it was very tasty, well cooked and suitable for the palates of this age group. Not every resident at the home wore or had teeth but were able to enjoy the meal and sweet also. Residents who could not settle at the dining table were observed being catered for by the staff who took them aside in another lounge and assisted them to enjoy their meal. On the day of inspection one choice of meal was served. The Care Manager explained that she would talk to residents and plan some meals with them. One resident commented, “staff don’t ask me how I want my breakfast”. One resident explained, “there was no ethnic food or choice here.” The care manager explained that she would look into some of the culture and diversity issues that a resident raised with the inspector and ensure that these needs were met. Other choices within the home existed as one resident explained that he liked to go out to the local shops for his newspaper and another resident liked to go to village pubs - he does this when he goes out with his family. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 16 and 18 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents and relatives know that their complaints will be taken seriously and dealt with. EVIDENCE: Residents and the relatives spoken to stated that they had confidence that the Registered Manager would fully investigate their concerns. The Complaints Procedure does not give the complainant the opportunity to go to the Commission for Social Care Inspection at the initial stage if they choose though the rest of the procedure clearly sets out residents’ rights. The Registered Manager said this would be amended. Complaints are kept in a central location to be easily accessible. There have been no recorded complaints since November 2003. Staff members were asked what to do in case of abuse and were unsure of all the proper steps to take regarding reporting this to outside agencies if not properly handled by the Management. Staff training needs to take place to deal with this issue and a short procedural statement would direct staff to follow the correct action. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 19 and 26 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Residents are provided with a hygienic and comfortable environment. EVIDENCE: Service users said that they liked their bedrooms and the bedrooms seen were clean and comfortable. A screen was provided in a twin room seen by the inspector where two residents of the same sex shared the room. The other twin room had one resident in it. Personal belongings were observed in residents bedrooms. The rooms seen did not have a safety latch on the windows to protect residents from falling out - this was noted in the last inspection report. The Care Manager and Responsible Individual explained that they were due a visit from the Fire Officer at the end of this month and they would ask for advice as to which catch was appropriate to fit to the windows. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 16 There was a bathroom used as a storeroom without a flush on the toilet. The Registered Manager said this would be attended to. The inspectors noted there were no odours in the home and the domestic workers are commended for their work in producing a pleasant atmosphere. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The current staffing levels may not always meet the welfare needs of residents. Residents needs are generally met by the skill mix of staff through their recruitment policy and practices though more staff training is needed to meet the residents stated needs. EVIDENCE: There were comments from various sources that staffing levels were not sufficient. The rota showed that frequently there were shifts where there were two/three care staff. The Registered Manager and Responsible Individual recognised that as there were a large number of residents with dementia (there were seventeen people living at the home with dementia within this mixed category home), current staffing levels may not meet residents needs and they said this would be reviewed and increased as needed. Two members are employed to work in the kitchen. On the day of inspection the kitchen was visited. It was clean, well presented with a good stock of food. The cook explained that the menu is decided two months in advance it is cleared with the Registered Manager. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 18 There was no mention of resident involvement in the menu planning however. this is an area that the Registered Manager said she would look into. The cook works alone with the other cook arriving for the late shift. A key worker system (special friend/carer) is operated at this home. In this way the staff get to know their resident well. A training matrix was seen which indicated more staff training is needed for a number of care issues. Staff files on training and recruitment were seen and the Criminal Records Bureau checks were not seen. List requested but not yet sent by Manager. A member of staff was interviewed and asked about the Social Care Council Code of Conduct. The staff member was not aware of its existence. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35, 36 and 38 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The Registered Manager needs to ensure proper systems are in place to ensure the home is being run in the best interests of residents. EVIDENCE: The Registered manager informed the inspectors that one of three senior staff is on call every night. There is a person trained in first aid on most shifts and only one night staff who is not a trained in first aid. An on call system is in place to deal with this. The home has been buying new equipment and has purchased new office equipment, new equipment for the kitchen, improvements in the amount of staff training and in the process of refurbishing the dining room, which will be Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 20 carried out in the next six months. There are new carpets on the upstairs landing. There is an upstairs telephone for residents to use in private. Residents’ monies records were checked and found to be generally satisfactory with running balances kept and usually two staff signatures recorded for each transaction. The Registered Manager recognised that staff supervision was behind schedule and she would be taking steps to deal with this. The Quality Assurance system has not yet been set up as information regarding this has gone missing – the Registered Manager said this was in process of being done. Fire records showed fire extinguishers were tested and up to date as were the other fire tests – drills, emergency lighting and fire bell testing. A mattress was observed to be partially blocking a fire exit on the ground floor. This was subsequently removed. The Registered Manager must ensure fire safety is preserved at all times. The water temperature was within stated recommendations and a thermometer was seen in the downstairs bathroom. The inspector tested the water temperature against their own recording taken by the thermometer. Many radiators did not have protectors on them, as per the Registered Manager’s Risk Assessments. This could result in a burn injury to a resident. As it is Spring/Summer time and the radiators are turned down the home has promised to ensure that this gets done when they carry out their refurbishment programme before the next cold spell. There are Risk Assessments for safe working practices though they have not been reviewed for over two years. The Registered Manager said she would carry this out. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 2 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 2 X X X X X X 3 STAFFING Standard No Score 27 2 28 2 29 2 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 2 X 2 Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? None 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 2 3 4 5 6 7 Refer to Standard OP8 OP9 OP12 Good Practice Recommendations Directions from healthcare professionals regarding service users’ health needs should be carried out. Medicines must be administered as prescribed on the mediaction charts. The routines of daily living and activities made available should be flexible and varied to suit service user’s expectations, preferences and capacities. The home should be conducted to maximise service user’s capacity to exercise personal autonomy and choice. Robust procedures should be in place for responding to suspicion or evidence of abuse or neglect (including whistle blowing). The dependency level of residnets needs to be reviewed to assess if additional staff are required to be on duty at peak times of activity during the day. Staff should be issued with with the code of conduct and DS0000063757.V295365.R01.S.doc Version 5.2 Page 23 OP14 OP18 OP27 OP29 Willows Court 8 OP30 9 OP33 10 OP36 11 OP38 practice set by the GSCC. A staff training and development programme which meets National Training Organisation (NTO) work force training targets and ensures staff fulfil the aims of the home and meet the changing needs of service users Effective quality assurance and quality monitoring systems, based on seeking the views of service users, are in place to measure success in meeting the aims, objectives and statement of purpose of the home. Steps should be taken to ensure that the employment policies and procedures adopted by the home and its induction, training and supervision arrangements are put into practice. Provision and maintenance of window restrictors, based on assessment of risk to service users should be put in place. Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Northamptonshire Area Office 1st Floor Newland House Campbell Square Northampton NN1 3EB 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 Willows Court DS0000063757.V295365.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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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