CARE HOMES FOR OLDER PEOPLE
Windsor Court 34 Bodorgan Road Bournemouth Dorset BH2 6NJ Lead Inspector
Trevor Julian Key Unannounced Inspection 15th June 2007 09:45 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 Windsor Court DS0000032192.V343192.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. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION
Name of service Windsor Court Address 34 Bodorgan Road Bournemouth Dorset BH2 6NJ 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) 01202 554637 01202 297554 info@win-court.co.uk www.win-court.co.uk Lyndale Healthcare Limited Marie Jacqueline Seeborun Care Home 58 Category(ies) of Old age, not falling within any other category registration, with number (58) of places Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION
Conditions of registration: Date of last inspection 9th January 2007 Brief Description of the Service: Windsor Court is located in a quiet tree-lined road in a residential area some three quarters of a mile from Bournemouth town centre with all the facilities that can be expected in a large town, e.g. banks, post office, shops, library and places of worship. Getting to the town centre requires negotiating a steep hill as does accessing public transport, although the nearest bus stop is within 200 yards of the home. Windsor Court was originally a grand gentlemens residence before being converted to a hotel and still retains many of the features and appearance of a building that was used for that purpose, although it is now registered as a care home, providing personal care for up to 58 older people. The home has a wheelchair accessible entrance area with a small lounge adjacent to the generous hallway. Further communal areas, comprising the spacious dining room, TV and quiet lounges are all located on the ground floor and furnished much as if the premises was still a hotel. All rooms have high ceilings and big windows. There is a secluded garden at the rear of the home that is mainly laid to lawn, surrounded by mature trees and a large car parking area at the front for visitors. Windsor Court is owned by Lyndale Healthcare Ltd, a family business. Building works and a programme of refurbishment are currently nearing completion, updating facilities and improving the standard of accommodation. Residents accommodation is located on the lower ground, ground, first and second floors of the home with access between floors via a wide staircase, passenger or stair lifts. Aids and equipment are available for residents who may have disabilities. The home is centrally heated throughout. All of the fifty eight bedrooms are for single occupancy, with fifty – three having their own en-suite WC. The remaining five comprise two pairs of bedrooms, with each pair sharing the en-suite facilities and one room that has an en-suite WC and wash hand basin. Windsor Court provides 24-hour personal care, all meals, laundry and domestic services. Residents are encouraged to participate in a range of activities organised in the home. A monthly inter-denominational religious service takes place in the home.
Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 5 The fees for the home, as confirmed to the Commission for Social Care Inspection (CSCI) at the time of inspection, range from £442 - £700 per week. Additional charges include hairdressing, chiropody, dry cleaning, toiletries and newspapers. The Office of Fair Trading has published a report highlighting important issues for many older people when choosing a care home, e.g., contracts and information about fees and services. The CSCI has responded to this report and further information can be obtained from the following website: http:/www.csci.org.uk/about_csci/press_releases/better_advice_for_people_ choosing a care home .aspx A copy of the home’s inspection report will be made available to anyone wishing to read it upon request to the manager. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 6 SUMMARY
This is an overview of what the inspector found during the inspection. The unannounced inspection took place on Friday 15th June 2007 between 09:45 and 17:45. The inspector, Trevor Julian was accompanied by a second inspector, Chris Gould. The home’s manager, Mrs Seeborun, and the company’s responsible person, Mr Glanville, were on the premises throughout the visit. The new extension providing an additional 15 places with nursing capacity had recently been registered. It was noted that the opening of the new extension and improvements to the existing home had affected the home’s administration systems with the move to new office accommodation, this had resulted in short term problems for the staff while the systems were being refined. Before the visit, the home had completed a comprehensive Annual Quality Assurance Assessment of the service and this was used for pre inspection planning. During the visit further information was gained through discussion with residents, staff, visitors and management; a tour of the premises and a review of records. Since the last key inspection there had been an Adult Protection meeting held to review the circumstances surrounding a missing resident. What the service does well:
The home did complete pre admission assessments before offering prospective residents a placement. Visitors to the home said they were warmly welcomed into the home and they had been involved in the admission process. Two of the residents said the staff managed their medication for them and they could not recall any problems. The staff were seen with the residents offering support as needed. Two staff were assisting people with their meals in an unhurried manner. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 7 What has improved since the last inspection? What they could do better:
Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 8 The care plans seen contained a variety of care documentation, there were omissions and duplication of information. The home had consent forms for the use of bed rails, however these were not in line with current guidance. In one room, the bedrails were incorrectly fitted and posed a significant hazard to the resident. Nutritional assessments did not clearly identify why people were identified as at risk. Moving and handling assessments did not clearly identify the equipment to be used for specific individuals. Where possible, further information about each residents background, social history, previous hobbies and interests etc. should be recorded, to ensure that the activities on offer at Windsor Court will be meeting the individual needs, preferences and expectations of residents. Amendments to the medication records were not checked by a second person and could result in transcription errors. The records did not clearly show whether one or two tablets had been taken and boxed items were not dated and could result in out of date medication being administered. Food provided was described as improving however it was noted that heated trolleys were still not in use and people commented that food eaten away from the dining room was often cold. The complaints records did not show the outcome to the investigation or the response to the complainant. During the tour of the premises cleaning trolleys were seen unattended at several locations. This put residents at risk from cleaning products and they were restricting walkways and could increase the risk of falls. There were unmarked toiletries in one bathroom, if used by several residents could increase the risk of infection. The manager was working on staff training and development programme to ensure staff have the training necessary to carry out their work. The management of the home needs to satisfy themselves that the staff have the required competencies to administer nursing care. Many of the issues found during this inspection resulted from poor administration support this was being addressed by the owners. The quality assurance system was being developed to include the views of healthcare professionals; the results would be used in the business development plan. The fire records had not been completed fully in recent weeks and could result in the system not working correctly in an emergency situation. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 9 There was evidence of analysis of accident reports, however this had not been recorded recently. The accident book held completed forms in contravention of Data Protection regulations. The reports were in sequential order and the system was auditable. 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. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 10 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 Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 11 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. JUDGEMENT – we looked at outcomes for the following standard(s): 3 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The pre - admission assessment process did not fully ensure that the home was appropriate for the needs of the individual. EVIDENCE: The home had a system for the assessment of people moving to the home. However, on the files seen there were sections which had not been completed and other areas not fully considered e.g. oral care. Some of the assessments were not dated nor did they identify who had been involved in the assessment. The newest person had been admitted to a nursing placement, the assessment was incomplete and there was no information from his previous placement. On their admission assessment for the resident who has Alzheimer’s disease there
Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 12 is no mention of this or how it impacts on his care needs. The assessment just consisted of a summary of his needs not how the conclusions were reached. The home had produced new, service users’ guide and statement of purpose to take account of recent changes; it needed to be amended to accurately reflect the client groups catered for. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 13 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. Further work was needed to identify and review care and social needs to ensure that agreed tasks were carried out to meet those assessed needs. Medication procedures would benefit from regular reviews to ensure that it is being administered safely. People living at Windsor Court were treated respectfully to uphold their basic rights. EVIDENCE: There were four files reviewed during the visit. The files seen showed evidence of regular reviews. Each file contained a variety of forms used for care planning and review. With the range of forms in use there were omissions and duplication of information. On two of the files there were consent forms for the provision of bedrails but there was no assessment in line with current Department of Health guidance, (http:/www.mhra.gov.uk/home/idcplg?IdcService=SS_GET_PAGE&useSecond ary=true&ssDocName=CON2025348&ssTargetNodeId=572) . During the tour
Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 14 of the premises, one resident was seen with bed rails with a mattress which was too high creating a hazard. The home had facilities to weigh residents on a monthly basis but the nutritional assessments did not clearly identify why people were identified as high risk. Moving and handling assessments did not give information on the types of hoist or size of sling to be used. The files seen did not identify social care needs and activities and interactions were not up to date. The medication used in the home was supplied by a local chemist. The medication storage room was being fitted with an extractor fan; however it was very warm at the time of the visit which could affect some of the medication. There was a locked refrigerator to store some medication which was set to operate at between 2-5°C. Medication was generally well managed however, where there are amendments and additions to medication records these should be witnessed by a second person to reduce the risk of transcription errors. One record showed that pain relieving medication could be given as needed, the individual was not able to ask for medication and there was no medication care plan. It was also not clear whether one or two tablets had been given. Where boxed items were administered directly there was no indication of when the items were started and so could result in out of date items being used. The medication system would benefit from regular internal audits to reduce the risk of recording errors. Two of the residents said that the staff managed their medication and they were happy with the service. During the visit staff were seen interacting with the residents and a good rapport was noted. One resident said they were treated with respect and that the staff were supportive. Before the visit two GP practices returned comment cards and were both positive about the services offered by the home. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 15 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People in the home were offered choices in their daily lives dependent on their personal circumstances. EVIDENCE: The home had employed an activity organiser to help identify and meet the social and religious needs of the residents. There were plans to develop social histories for the residents. The organiser had produced a monthly programme of events and activities which is given to the residents. There were interdenominational religious services held in the home. One person said that she greatly appreciated the visiting library service who regularly change her books and ensure that they provide books for her stated preferences. Two sets of visitors were seen during the visit both were in the process of settling their relative into the home. They felt they were made welcome by the staff and residents and would be happy to visit at any reasonable time. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 16 The kitchen area has been altered but is still to be refurbished and the layout changed to provide a good working space. Consequently, residents felt the quality and variety of food offered had declined, although some did say there had been recent improvements. Additionally, there had been several changes of cook. With the new kitchen in place and a new chef recently appointed there had already been improvements and the chef was keen to develop more choice and to seek the views of the residents over the menus offered at midday and teatime. There were two dining rooms and several people took meals in their own rooms by request. The home had a heated trolley to ferry meals to the lower ground and were in the process of purchasing 2 more. However, this was not used on the day of the inspection. Some residents did comment that when delivered to the rooms the food could become cold and inedible. Some people were being helped with their meals this was carried out in an unobtrusive and unrushed manner. A visit to the kitchen revealed good stocks of fresh fruit and vegetables, the chef added that he hoped to introduce a sweet trolley with fresh fruit available. One person did add that fruit was available but many people did not ask for any, another said that he particularly enjoyed his cooked breakfasts. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 17 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. The home had systems for responding to complaints and allegations of abuse allowing the residents and visitors to express concerns with confidence. EVIDENCE: The home had a complaints procedure which was on display on the main notice board however this had been removed during the renovations. Information was also included in the service users guide. The complaints procedure did not identify the local social services, primary care trust and CSCI offices. The complaint file had records of complaints and compliments received in the home. However, there was no evidence of the outcome of the investigation or response to the originator. Two recent complaints had been about items of laundry, Mrs Seeborun, had taken action and improved the laundry service in the home, but this was not recorded. The staff were trained in adult protection procedures by the local authority. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The refurbishment and extension of the home had greatly improved the standard of the environment for the residents and staff. However, some practices in the home could put people at risk. EVIDENCE: The home had benefited from a major refurbishment. The building work had created difficulties for the residents and staff but by the time of the inspection the finishing touches were being completed. The original building had the bathrooms refurbished and specialist baths and showers fitted. The carpet throughout the home had been replaced. In the bedrooms of the people requiring nursing care consideration must be given to ensure the placement of the bed allows suitable staff access to provide care.
Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 19 The adult protection process had identified that residents could leave the premises by some doors without staff being aware as a result all external doors are linked to the new alarm system. A call logging system helps to identify alarm usage trends and response times. The case also identified problems with the door locks fitted to the bedrooms, all bedrooms were being fitted with suitable locks. The gardens to the front and rear were being landscaped and residents were looking forward to getting a new patio area. The premises were clean and odour free, during the visit it was noticed that the cleaning equipment was left unattended on two occasions close to vulnerable people living in the home. Unlabelled toiletries were also seen in one of the bathrooms. In order to protect people from the risk of cross infection, toiletries should be provided on an individual basis. The staff had access to protective equipment to help manage infection control. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29, 30 Quality in this outcome area is adequate. This judgement has been made using available evidence including a visit to this service. Staffing levels were adequate however there was concern regarding the competence levels. EVIDENCE: Staffing levels at the time of the visit were good and appropriate to the needs the needs of the residents. Consideration was given to the nursing staff, all the nurses had UKCC pin however, one of the nurses had not practiced in the UK, or where she qualified, for several years. The home must be satisfied that the nursing staff are fully conversant with current UK practice. The files showed that all checks and clearances were in place before starting work in the home. The manager was developing a training programme to map training completed and needed. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 21 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. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33. 38. Quality in this outcome area is poor. This judgement has been made using available evidence including a visit to this service. The home’s management and administration systems were not effective and were being developed in order to ensure that the service was run safely and for the benefit of the residents. EVIDENCE: The home’s manager had been in post for nearly one year. In that time, the building work and the addition of nursing placements had created a period of great upheaval. This had resulted in poor administration. The home had recently employed an administrator to provide extra support. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 22 The manager has gained experience working at a senior level with another provider before moving to Windsor Court she has also a qualification equivalent to NVQ level 4 Registered Managers Award. The home had a quality assurance programme which was being broadened to community health teams and a staff survey was also being considered. The results of the survey would then need to be fed into the business development plan. As stated above analysis of two recent complaints had resulted in changes to the laundry system. The accident book was examined and completed forms were held in the book in contravention of data protection principles. The records were sequential and it was auditable. There was evidence of accident analysis but it had not been completed recently. The home had employed a fire safety consultant to carry out a risk assessment and they were working on the resulting action plan. The fire precautions log showed that routine tests had not been recorded in recent weeks. Action needs to be taken to ensure that the tests are carried out to ensure that systems and procedures are operating correctly. As stated above there were several items of cleaning liquids left unattended at different locations. This poses a significant risk to confused residents and extra care needs to be taken. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 23 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 2 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 2 10 x 11 3 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 4 x x x x x x 2 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 2 x x x x 1 Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 24 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 OP3 Regulation 14(1) Requirement Timescale for action 31/07/07 2. OP7 12(1)(4) and 15(1) 3. OP8 12(1)14(2 )(a)(b)15( 2)(b) 4. OP30 18(1) The registered person must ensure that an assessment is completed ensuring all needs can be met. It is a requirement that all 31/08/07 aspects of each resident s health, personal and social care needs must be recorded, including any psychological, social, cultural and religious needs. Care plans must make clear how these needs are to be met. This requirement had a previous timescale 01/07/07. The registered persons must 31/08/07 ensure that the assessments of any resident’s needs and the care plan are kept updated and revised as necessary. This should include any risk assessments, e.g. risks from wandering. This requirement had a previous timescale 01/07/07. The staff training and 31/07/07 development programme must be completed, to ensure staff have the training necessary to
DS0000032192.V343192.R01.S.doc Version 5.2 Windsor Court Page 25 5. OP33 10(1)12(1 )(a)(b) 6. OP38 13(4) 7 OP38 23(4)c carry out their work. This requirement had a previous timescale 01/07/07. The registered person must ensure that policies and procedures and working practices are reviewed where necessary, to ensure staff are aware of the action to take for the safety of residents. Copies of the updated policy and procedure regarding missing persons and the procedure for staff to follow at night are to be forwarded to the Commission. This requirement had a previous timescale 01/07/07. The registered person must make suitable arrangements for the storage of cleaning equipment. The registered person must ensure that adequate testing of fire fighting precautions and equipment is carried out 31/07/07 31/07/07 31/07/07 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 OP12 Good Practice Recommendations It is recommended that, where possible, further information about each residents background, social history, previous hobbies and interests etc. is recorded, to ensure that the activities on offer at Windsor Court will be meeting the individual needs, preferences and expectations of residents. It is recommended that steps be taken to ensure that food remains hot when being transported from the kitchen to other areas of the home. Residents’ wishes regarding greater choice of menu should also be addressed as soon
DS0000032192.V343192.R01.S.doc Version 5.2 Page 26 2. OP15 Windsor Court as possible. 3 4. 5 6 OP16 OP28 OP33 OP38 The registered person should ensure that the home’s own complaints procedure is followed. It is recommended that a minimum of 50 of care staff achieve NVQ level 2 training. The registered person should ensure that the Quality Assurance survey seeks the views of all stakeholders. The registered person should ensure that accident reports are stored securely to comply with the data protection act. The accident reports should be regularly analysed to monitor for trends. Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Poole Office Unit 4 New Fields Business Park Stinsford Road Poole BH17 0NF 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 Windsor Court DS0000032192.V343192.R01.S.doc Version 5.2 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!
