Inspection on 17/09/09 for Woodlands Lodge And Cottage

This inspection was carried out on 17th September 2009.

CQC found this care home to be providing an Poor service.

The inspector found no outstanding requirements from the previous inspection report, but made 12 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Woodlands Lodge And Cottage 22/05/08

Woodlands Lodge And Cottage 24/05/07

Woodlands Lodge And Cottage 14/12/06

Woodlands Lodge And Cottage 11/07/06

Woodlands Lodge And Cottage 07/12/05

Woodlands Lodge And Cottage 10/06/05

Woodlands Lodge And Cottage 08/03/05

Woodlands Lodge And Cottage 29/09/04

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Ruskin Lodge

Clover House

Dystlegh Grange

The Good Companions

Cuerden Grange Rest Home

Springfield Cottage

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Park Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 17/02/2010.

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Woodlands Lodge And Cottage 95b Byrons Lane Macclesfield Cheshire SK11 7JS     The quality rating for this care home is:   zero star poor service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Julie Porter     Date: 2 5 0 9 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Adults (18-65 years) Page 2 of 31 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 31 Information about the care home Name of care home: Address: Woodlands Lodge And Cottage 95b Byrons Lane Macclesfield Cheshire SK11 7JS 01625610049 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : rw@rossendaletrust.org Rossendale Trust care home 16 Number of places (if applicable): Under 65 Over 65 0 0 learning disability physical disability Additional conditions: 16 4 The registered person may provide the following category of service only: Care home only - code PC to service users of the following gender. Either whose primary care needs on admission to the home are within the following categories: Learning disability - Code LD - (maximum number of service users 16) Physical disability - Code PD (maximum number of service users 4). The maximum number of service users who can be accommodated is 16. Date of last inspection Brief description of the care home Woodlands Lodge and Cottage is registered to provide care for 16 people with a learning disability. The home is a detached house on the outskirts of Macclesfield town centre. It is in pleasant surroundings in a quiet residential cul-de-sac off the main road. It is run by the Rossendale Trust, a charitable organisation. The Rossendale Trust was established in 1973 and provides both residential and day care for adults with learning disabilities. On the day of this inspection visit there were 15 people living at Woodlands Cottage and Lodge. They have single and shared bedrooms on the ground and first floors. A number of these bedrooms are smaller than the sizes identified in the National Minimum Standards (Standard 25) for Care Homes. However, as the Care Homes for Adults (18-65 years) Page 4 of 31 Brief description of the care home home was registered and in use before 31 March 2002, the home does not have to meet this standard. Local amenities, in the village of Sutton and at other Rossendale Trust services, are a short drive away. Information regarding the fees for living in the home is available from the manager and will depend on the level of support needed. Care Homes for Adults (18-65 years) Page 5 of 31 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: zero star poor service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is 0 stars. Which means the people who use this service experience poor quality outcomes. This unannounced visit took place on 17 September 2009 and the finding were discussed with representatives of the Trust and the manager on 25 September 2009. The visit lasted 9.5 hours in total and was carried out by one inspector. The report will refer to we and us, as it is written on behalf of the Care Quality Commission. The visit was just one part of the inspection. Before the visit the manager provided us with up to date information about the services offered by the home; this is called the annual quality assurance assessment (AQAA). The AQAA is a self assessment and Care Homes for Adults (18-65 years) Page 6 of 31 focuses on how well outcomes are being met for the people using the service. It also gave us some numerical information about the service for example number of staff trained. Questionnaires were made available to staff and residents to find out their views. Other information received by CQC since the last visit was also reviewed. During the visit we spoke with staff and residents of the home, we checked care plans, medication records, staff records and other records held in the home to see home the home is run, how care is provided and what training staff have had. What the care home does well: What has improved since the last inspection? What they could do better: Care plans should take into account peoples wishes and include their personal goals and dreams so that staff can support them in achieving or partly achieving them. Staff need to promote and support ordinary experiences for the people living in the home so that they are fulfilled. Staff need to involve the people living in the home with the daily activities of the house so they can develop life skills and some independence. Staff must sit with people when they are supporting them to eat so that their dignity and comfort is maintained. Records must demonstrate that the people living in the home have been consulted in decision making, and decisions are not for convenience of the staff. For example, if and how they chose to eat together on a Sunday. Staff must comply with instruction from the moving and handling training they have received so that people are moved safely. Care plans should identify how each person shows if they are unhappy so that staff can begin to establish what the issue is. This will enable residents who dont use verbal communication access the complaints procedure. Staff need to fully understand residents rights so they are able to appreciate and work in line with the safeguarding training and guidance they have received. Repairs and maintenance in bathrooms and one residents bedroom needs to be addressed so that people live in comfortable surroundings. Prompt action must be taken to repair safety equipment, in this case fire prevention equipment, emergency lighting and a fire door so that people living and working in the home are safe. Staff must be on duty in sufficient numbers to meet the needs of the people in the Care Homes for Adults (18-65 years) Page 8 of 31 home. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Adults (18-65 years) Page 9 of 31 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 10 of 31 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs are established before they move to the home to ensure that they can be met by moving there. Evidence: Nobody new has come to live in the home since our last visit there. There are assessment documents available to help staff in assessing somebodys needs following a referral from the persons social worker. We were told that a representative of the home would meet with the person to undertake an assessment of their needs and arrange for them to visit the home for tea and overnight stays. We have previously seen files that have shown us that these processes are followed but at this inspection nobody new had moved into the home. Care Homes for Adults (18-65 years) Page 11 of 31 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff need to support the people living in the home in making decisions so they achieve, or partly achieve, their goals and live fulfilled lives. Evidence: We looked at a care plan for one of the residents. Information had been completed on the Trusts standard documents and included information about what the person liked to eat, what they liked to do, their interests and information about their family. Records also show that the persons weight was being monitored and details of what health care support was in place. Records told us that the person had been to the opticians, the dentist and that a review of their medication had happened. Records also told us that a review had taken place with the funding authority in January 2009. Two people living in the home do not communicate verbally and staff were asked to demonstrate why they had lunch together, considering they live in different houses. Records do not identify that there is any significant friendship, or that either people Care Homes for Adults (18-65 years) Page 12 of 31 Evidence: benefit from the arrangement. We did not see any records to show that these two people had chosen these arrangements. Residents had been on holiday not long before our visit and we discussed with staff how these people had made decisions about where they would go and who with. One member of staff told us that they thought it was not right for residents to holiday abroad, as they were on benefits. There seemed to be no understanding or appreciation of promoting ordinary life experiences for the residents of Woodland Lodge and Cottage, which would be in line with good practice. We spoke with staff about person centered planning and found that they had a limited understanding of how to support people in achieving their goals and aspirations, for example someones wish to be able to drive was dismissed, as it would never happen. Work is ongoing with the Trust to provide a risk assessment format that is easy to use and that directs staff in enabling people to take responsible risks. Further work needs to be done with staff in identifying peoples wishes and encouraging participation in the running of the home before any value will be seen. Care Homes for Adults (18-65 years) Page 13 of 31 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Routines in the home offer little opportunity for people to be responsible or for them to develop independent living skills and be in control of their lives. Evidence: On the day we visited only two people were at home, others were at the day centre or at college. We saw a timetable of a number of different activities which included college, horse riding, a green group looking at environmental issues, number skills, keep fit and one person was involved with a walking group. We were told that residents enjoy going to a local music night/ disco held in a pub, but sometimes they are unable to go due to staffing. We observed that there were missed opportunities to involve people with learning and developing independent living skills, for example helping prepare tea and cleaning and Care Homes for Adults (18-65 years) Page 14 of 31 Evidence: tidying their own bedrooms. We found evidence that staff are perhaps not equipped well enough to support people with their personal development in relation to sexuality and natural curiosity, whether that be through embarrassment or inadequate guidance. The home consists of two separate houses and historically there has always been a free flow of residents between the houses. We were told that on Sundays everyone eats in one house but there was no information available as to whether the people living there had consented or are happy with this arrangement. During our visit, staff were seen in peoples rooms when they were out and this is common practice; due to the actions of one member of staff it was apparent that one persons bedroom was used as a shortcut through the house. This suggests to us that staff did not understand residents rights to privacy and dignity or respect the fact that their bedrooms are the residents own private space. We observed lunch and the two people were offered choice as to what they wanted to eat. Staff helping residents to eat stood over them whilst doing this, which would not make this a comfortable experience for the residents. Staff should sit with people who they are helping to eat so they can provide support and engage in conversation with them in a way that respects the residents dignity. We saw evidence that one person was prescribed supplements due to low weight but found these stored in a bathroom and asked for them to be relocated. Care Homes for Adults (18-65 years) Page 15 of 31 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff receive training in medicine administration so that they do this safely but need to develop their understanding of providing care in a way that respects the rights, dignity and choices of the people who live at the home. Evidence: People living in the home are supported by a team of staff who mostly have worked with them for a number of years. We saw that everyone is registered with a doctor, dentist and optician and we found evidence that other health care professionals are involved with their care. A specialist epilepsy nurse visits the home and occupation health and speech and language therapists are involved with some people living in the home. Staff receive training so that they are able to administer medication safely and the records were checked for one person and found to be recorded appropriately. Nobody at the home currently looks after their own medicines. The care plans are basic but do identify peoples personal care needs, such as bathing Care Homes for Adults (18-65 years) Page 16 of 31 Evidence: and how they should be met. Plans are not yet person centred and do not promote independence, with little reference to peoples wishes and preferences. Some staff showed little understanding of the effect of their actions on the people they were caring for. For example, we saw that one person was brought into one of the houses in her wheelchair with the member of staff bumping the wheelchair over two steps with little consideration of the persons safety or comfort. Care Homes for Adults (18-65 years) Page 17 of 31 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The personal beliefs of some the staff and their actions do not adequately safeguard peoples rights and dignity. Evidence: Rossendale Trust has a written complaints procedure but this is not accessible to everyone living in the home. We spoke with staff about how they know when some of the residents are unhappy and we were given some examples of gestures and actions. The communication needs of the people living in the home are such that clear information and guidance about how they express themselves needs to be recorded. This would make sure that staff know their signs of unhappiness or displeasure, and they can then work out what the problem is. We were told for example that one person does not like to get up early in certain circumstances but this was not recorded in the plan, and we could see at our visit that staff were not acting in accordance with the persons preferences. They had not attempted to resolve the persons unhappiness with what had happened. Policies and procedures in relation to adult protection have been agreed with the local authority and the safeguarding coordinator for Cheshire has attended training sessions to monitor the quality. Staff from the home have attended safeguarding adults training and are aware of the action they should take in relation to some specific abuse situations. However they were unable to see that their attitudes and actions in ignoring Care Homes for Adults (18-65 years) Page 18 of 31 Evidence: or not finding out peoples preferences, by not recognising peoples right to take part in ordinary activities and not respecting their dignity were all detrimental to the people living in the home. Their actions by not involving people and their personal beliefs did not promote independence and ensure that residents rights are upheld. Care Homes for Adults (18-65 years) Page 19 of 31 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and welfare of people living and working in the home could be at risk by not ensuring repairs to the building are dealt with promptly. Evidence: There has recently been some underpinning work at the home and we were told that asbestos was also found at the home which has now been removed. This work has helped to make the premises safer for the people living and working there. There are some shared room at Woodlands Lodge and Cottage; the people living in those rooms have shared for a number of years. This arrangement needs to be kept under review so see if people would prefer to have a room of their own. One bedroom had recently become available but this has been made into an office. We saw that one bathroom in the Lodge needs some attention as the radiator is rusted and the wall of the walk in shower is crumbling away. The ceiling of the double room in the Cottage was flaky and the en-suite bathroom shows signs of mildew in the sealant and the grout. The whole area smelt musty and needs urgent attention as this could pose a risk to the health of the people in that room. Care Homes for Adults (18-65 years) Page 20 of 31 Evidence: We found that an emergency light and a fire door in the Cottage had not been working for more than a month. Care Homes for Adults (18-65 years) Page 21 of 31 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living in the home may not achieve their full potential due to a lack of the staff understanding of their role. Evidence: The organisation has a statement of purpose and service user guide and all staff have job descriptions. Staff working for the Trust have been involved in briefing sessions and are aware of forthcoming changes within the organisation. Throughout our visit comments made by staff, such as that it is not right for residents to move into their own tenancies, that care work isnt their chosen profession; that residents should not go on holidays abroad as they are on benefits and people living in the home would not be able to help with household tasks shows that they do not have understanding about their role. It also shows a lack of respect for the people they support. We found that staff records were not stored securely. We looked at one persons file and found that the application form was held at the office at Rossendale Hall, protection of vulnerable adults (POVA) clearance had been obtained before the person had started work, but references had not. We saw the induction plan for this person and this showed that mandatory training for emergency aid, food hygiene, infection control, fire and health and safety. Safeguarding adults training was also planned. Care Homes for Adults (18-65 years) Page 22 of 31 Evidence: On the day of our visit we checked the rotas and saw that while there would usually be two staff on duty in each house between 07:00 and 22:00, occasionally only one staff is available in the Lodge. This matter was discussed with the manager who confirmed that two staff were needed to meet the needs of the people living in the home. Staff told us and replied in the questionnaires that they felt they usually had the right support from the management. Records show that they meet with the manager to discuss their work and the manager confirmed she will aim to do this including an appraisal six times per year. Care Homes for Adults (18-65 years) Page 23 of 31 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management systems and checks are not thorough enough so the home is not being run in the best interests of those who live there. Evidence: The manager is registered with the Care Quality Commission. The manager is qualified to run the home, however the observations of poor practice, conversations with staff and their attitude, records and storage of those records demonstrate that these issues are not being managed to make sure that the home is run in the best interests of the people who live there. We saw that staff do not work in line with current good practice, there is little or no understanding or appreciation of promoting ordinary experiences and that staff are not always acting in accordance with peoples preferences. The representative of the Trust who is identified as the main contact with the commission confirmed that members of the Trust continue to visit the home, as required by regulation, to check on how it is being run. However, we did not see the reports of these visits on the day of our visit to the home as they could not be found. Care Homes for Adults (18-65 years) Page 24 of 31 Evidence: A fire safety policy was established in January 2009 and a risk assessment was completed in July 2009. All but one member of staff has taken part in a fire drill in the last six months and fire alarms are tested weekly to check they are working correctly. We found that emergency lighting in the Cottage had been reported as not working in July and again in August; the fire door in the same area was reported as not closing in August and September. We found apathy in that staff who knew equipment was faulty, had reported it but not chased the matter up. We believed the residents and staff to be at risk and asked a senior representative of the Trust to resolve the matter; this has been done since our visit to the home. We were provided with information before the visit which told us that contracts are in place for servicing of equipment and electrics. Since our last visit staff from Woodlands Cottage have attended training so that they have achieved their mandatory training. Care Homes for Adults (18-65 years) Page 25 of 31 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 26 of 31 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 12 Staff should ascertain and take into account peoples wishes when planning care This is to make sure that staff support service users making decisions to help achieve or partly their goals 14/11/2009 2 11 12 Staff must make provision for the education of service users This is so that residents can be involved in the running of the home so they can develop the skills necessary for some independence 14/11/2009 3 16 12 Staff must conduct 21/10/2009 themselves in a manner that respects the privacy of service users Staff must not use a service users bedroom as a short cut through the house. Care Homes for Adults (18-65 years) Page 27 of 31 4 17 12 Staff must conduct 21/10/2009 themselves in a manner that respects the dignity of service users This is to ensure that the rights to privacy, dignity, respect and an ordinary life of the people who live at the home are respected by the staff 5 18 13 Suitable arrangements must be made to provide a safe system for moving and handling residents This is to make sure that staff have the knowledge and understanding to be able to help people move around safely and comfortably. 21/10/2009 6 22 22 The complaints procedure needs to be appropriate to the needs of the service users and staff need to record how each person communicates if they are unhappy with anything in the home This is to make sure that people living in the home can express their concern and have this taken seriously and resolved. 30/11/2009 7 23 13 Steps must be taken by training or other measures prevent the service users being harmed or being placed at risk of harm or abuse. 14/12/2009 Care Homes for Adults (18-65 years) Page 28 of 31 This is to make sure that staff understand the rights of residents and how to protect those rights. 8 31 12 The home must be 21/10/2009 conducted in a manner that respects the privacy and dignity of the service users. Staff must treat the people they support with respect and understand the rights of the people living in the home. This is to make sure that people living in the home are treated with respect. 9 33 18 There must be enough staff on duty at all times to make sure that the needs of the residents can be met. This is to enable people living at the home to take part in activities of their choice. 10 34 17 The manager must keep 21/10/2009 records securely in the home Staff records must be kept securely in line with the Data Protection Act 1998. So that staffs personal information is kept private. 11 38 9 The management of the home must be robust enough to make sure that the quality checks required are being carried out effectively. 14/12/2009 21/10/2009 Care Homes for Adults (18-65 years) Page 29 of 31 This is to make sure that the home is being run effectively in the best interests of the people who live there. 12 43 23 Adequate arrangements must be made to make sure that the fire safely systems are effective and that repairs needed are attended to promptly. This is to make sure that the home is safe for the people who live and work there. 21/10/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 16 Records should demonstrate if people living in the Lodge are happy with the arrangements for Sunday lunch. This matter need to be kept under review as access to their home should only be given with individual and collective consent. Care Homes for Adults (18-65 years) Page 30 of 31 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. 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