Inspection on 07/07/06 for Wren House

This inspection was carried out on 7th July 2006.

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

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Wren House 02/08/07

Wren House 04/11/05

Similar services:

Polesworth Group Friary Road

Polesworth Group Pooley Heights

Polesworth Group 32 Station Road

Polesworth Group 70 Long Street

Breme

Polesworth Group 64 Long Street

Polesworth Group 68 Long Street

10 Whitfield Avenue

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

CARE HOME ADULTS 18-65 Wren House 1-3 Wren Avenue Malvern Worcestershire WR14 2QB Lead Inspector Martha Nethaway Unannounced Inspection 7th July 2006 9:10 Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Wren House Address 1-3 Wren Avenue Malvern Worcestershire WR14 2QB 01684 574278 0207 608 3254 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) Royal Mencap Society Candice Lancaster Care Home 8 Category(ies) of Learning disability (8) registration, with number of places Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 4th November 2005 Brief Description of the Service: Wren house is a small home for eight adults with learning disabilities with a age range from mid twenties to mid fifties and one person is over 65. The property is converted from three houses on the end of a terraced row and is located on a mixed housing estate. The layout of the home provides partially separate living arrangements. This is not being currently used. The registered provider is the Royal Mencap Society. The responsible individual is Ms Janine Tregelles. The service manager is Ms Sue Davies who provides line management support and supervision to the registered manager. The registered manager Candice Lancaster is in post. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection was an unannounced visit taking place over one day. One inspector visited to observe the morning and daytime schedule for service users. The majority of service users were met during the course of the day. Informal discussions were held with staff. The registered manager was interviewed. A random selection of records were examined. The Commission identified twenty-two standards to be assessed on this occasion. What the service does well: The management of the home and support provided to staff is of a good standard. The staff group is now fully recruited and a permanent care team has been established. There is a good mix of experience and skills within the team allied to the field of learning disability. The home is able to accommodate planned admissions. Effective processes exist to assess, consult and review how needs are met. These processes safeguard prospective service users and existing individuals living at the home. The staff team are enabled to meet the needs of service users through the effective implementation of care plans. Service users are consulted through the process. The staff have a clear grasp of the assessment of risks and are able to minimise hazards. Service user’s ability to be able to maintain independence is recognised and supported. The range of activities participated in is wide and is meeting individual’s needs. Adult education is being accessed to support lifelong learning. Contact with families is welcomed and service users retain involvement with their family. Service user’s health needs are recognised and the process of monitoring is good. All medications are supplied with the appropriate documentation and staff are suitably trained to dispense medicines. Service user’s and stakeholders can make complaints and appropriate procedures exist to facilitate this. Good attention is given to the safety and protection of service users. Staff are receiving training to reinforce protection of vulnerable adults. The recruitment practices at the home are sound. The quality of the provision is being reviewed at a local and strategic level. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: • The provider will need to amend service user’s literature to reflect transparency of fees and any additional on-costs for placements. This will ensure that information is in line with recent changes to the regulations. The home should involve advocacy services to ensure that service user’s wishes and views can be fully exercised. This will enable service user’s power and autonomy to be recognised. It is recommended that reference checks should include verbal contact to verify and validate the content of at least one of the references given. This will strengthen the recruitment practice of the home. The provider needs to ensure that all Criminal Records Bureau checks are renewed at three yearly intervals. This is consistent with advice from the bureau and of adopting a good practice model. • • • 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. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The provider has in place a policy that enables admissions to be only considered if the home can meet individual needs. The process safeguards prospective service users and existing individuals living at the home. The provider will need to amend service user’s literature to reflect transparency of fees and any additional on-costs for placements. EVIDENCE: The home has a clear policy for all new admissions to the home. The registered manager is expected to liaise with the external line manager, the social worker and the family to consider the appropriateness of the placement. The home carries out a full assessment, once a placement at the home is approved. The registered manager ensures that the service user’s application is completed and communicates with the family through this process. The assessment process uses the Person Centred Planning (PCP) approach to ensure needs being met. Arranging introductory visits and spending time with the existing service users is part of the admission arrangements at the home. Existing service users views and comments are considered with respect to any new admission being considered. The registered manager ensures that staffing and resources are Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 9 targeted to help any prospective service users to ease into the settlement at the home. No new admissions have taken place since the last inspection. Royal Mencap have provided a range of literature for prospective new service users, including a service user’s guide and a Statement of Purpose. This material is available in print format, personalised to include computer graphics and photographs of the home. The provider will need to amend existing guidance and literature to reflect the recent changes with legislation including greater transparency about fees and additional costs for services. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 10 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 6,7,& 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care planning is tailored to meet with the needs of the individual. The assessment of risk minimises hazards and helps to protect people. Service user’s autonomy and choice are recognised and supported with additional resources and training. EVIDENCE: The home has implemented a ‘Person Centred Plan’ (PCP) for each service user since the last inspection. Service users were central to this process and most of the PCP’s have involved an implementation group. Facilitators enabled more choice and helped to decide how their needs can be best met. Royal Mencap is looking for PCP approaches to flourish. The PCP cover topics connected to providing information about where the service user lives, like and dislikes and identifies areas of strength and needs. The area of inclusion both living in the home environment and associated with the local community. How health care is assessed and met is also discussed. The PCP also includes reviews and health and safety matters connected to risk. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 11 Service users are meeting together as a group. These meetings are recorded and demonstrate that a variety of topics are discussed. There was evidence of making plans for holidays and in equal measure staff enable individuals to resolve differences. Service users have an agenda displayed to raise issues prior to the meetings. Staff facilitate service users to add to this as issues arise. Records recounting finances are recorded in service user’s files. Royal Mencap ensures transparency with audits conducted. Staff are provided with clear guidance associated to financial management. The registered manager is the appointee for service user’s incoming and outgoing payments and Head Office finance department check these. The process to assess risks is supported by clear records. Strategies are in place to minimise risk and collaboration with care professionals was evidenced. Risk assessments were found to be comprehensive. There was a system in place to review and monitor risks. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 12 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,15,16 &17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The arrangements for activities and supporting adult education is well carried out. The staff team are confident with supporting service user’s life skills. Contact with families is promoted and the staff group are open and welcoming. Suitable arrangements are in place to promote healthy lifestyles. Involvement of an advocacy service should be pursued where service users are receiving support from relatives at a minimal level. EVIDENCE: The majority of service users are attending the local social education centre (SEC). During the week each individual has one day away from the SEC. During this time a number of college courses have been accessed. This includes Malvern Hills College and Worcester College. Discussions with the registered manager indicated that some involvement with an independent person or advocate should be given priority, especially connected to accessing additional daytime resources. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 13 Since the last inspection, service users have been participating in new evening classes. One service user made upbeat comments about her involvement and the positive aspects of meeting new people. Contact with relatives is welcomed. Regular visits to families are taking place and their involvement welcomed. The home has enough room to accommodate visitors, which does not intrude on the existing service users. The location of the home does permit service users to be able to use public transport. There is also one vehicle available for use. During the inspection visit a couple of service users went out for the weekly shop with staff input and supervision. Service users were observed to be fully involved in this process, both in terms of preparation and upon returning, for example putting away food. Service users consider the food menu as reflecting healthy eating and thought is given to providing a balanced diet. Service users explained they had a choice in what they eat. Eating out is a regular feature in the home and experimenting with foods from different cultures is encouraged. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 14 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 18,19 & 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Effective arrangements are in place to support service users needs. Good processes exist to monitor and review health care. The arrangement for medicines are well organised and staff are suitably trained. EVIDENCE: The home has a policy that summarizes how service user’s needs are assessed and supported. The Person Centre Plans (PCP’s) provide a format for assessed needs. The PCP also identifies areas of strengths and where support from staff needs to be provided. Two PCP were sampled and these were coherent and it was easy to access the information. Service users are able to retain their independence and only need minimal prompts and supervision. At every stage service users are encouraged to use their initiative and staffing input is targeted at a discreet level. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 15 All of the service users have an allocated keyworker. The staff team is now functioning with a full complement of staff. This has benefited service users in areas of consistency and improving the quality of care provided. The home has a policy that promotes all aspects of health care and wellbeing to be assessed and how these areas will be met. Two service users had a ‘Health Action Plan’. These records are in a service user-friendly format and the community nurse is monitoring the implementation of these records. It is anticipated to adopt this format for all the service users living at the home. Good records are being maintained for specific and general health related issues. Access to psychiatry is taking place to plan and seek appropriate advice and treatment. The home has a clear medication policy completed in 2002. The home uses the Boots chemist ‘MAR system’. The home can monitor consistent care practices with ordering, dispensing and auditing of all records. The Boots pharmacist carries out a monthly-unannounced visit. During the inspection visit the records were sampled. There were a couple of gaps related to missing signatures and the registered manager was aware of this issue prior to examining the records. The storage arrangements for medications were viewed as suitable and medicines were found to be correctly stored. Staff described good processes in the dispensing of medications. Most of the staff have attained accredited medication training through a correspondence course. Staff competency is assessed and any training issues are discussed and addressed by the manager. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 16 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The provider has an effective process to deal with complaints. Service users are provided with procedures that protect and safeguard individuals. EVIDENCE: The provider operates an effective complaints process. All the material has been provided in service user accessible format. This now includes any complimentary comments received by the service. Since the last inspection the Commission has received one anonymous complaint. The provider investigated this appropriately including follow up action. Extra staff training and addressing the staff group dynamics resolved the issues. Staff were able to respond to the concerns raised about care practice. The records describing the complaint log does do not yet fulfil the expectation of the standard and this was discussed with the registered manager. The provider has a procedure in place to respond to vulnerable adults. The registered manager ensured one referral was promptly referred to the vulnerable adults team. All staff are provided with training at the point of induction and the registered manager intends to follow up with additional training organised by Worcestershire Vulnerable Adult team. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The provider has a planned approach to maintaining the building. The environment is satisfactorily maintained. EVIDENCE: Festival Housing association owns the home. In response to the last inspection visit , Royal Mencap have addressed the main environmental shortfalls. Two new kitchens have been installed. Some of the communal areas have been redecorated. Service users have been involved in choosing colour schemes and soft furnishings. Care staff are responsible for cleaning and maintaining the home. Where appropriate, service users are involved in day-to-day tasks in the environment. The registered manager has developed an infection control policy and is waiting to attend training. Good systems are in place to manage the safe control of hazardous substances. Locked cupboards are in place to ensure extra protection. Environmental risks and other risks associated to the house are assessed and documented. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 32,34 & 35 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff are confident about the level of support they provide. Staff are receiving training that is correlated to their care practices. Recruitment practices follow the home’s own policy and procedures. The uptake of reference checks should include verbal contact to verify and validate the content of at least one of the references given. The provider should ensure that all Criminal Records Bureau checks are renewed at three yearly intervals. EVIDENCE: The staff group have a mixed level of skills and experience. The skills base matches the needs of the service users. The staffing establishment is six staff and the team has only one vacancy. The registered manager is recruiting presently. There is little use of agency staff to supplement the staffing group at the home. The staff team are receiving training that ensures their competency and skills are developed professionally in line with best practices. The provider pays attention to capturing good practice models connected to the field of disability. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 19 Where possible, the delivery of this training involves trainers who have this area of expertise. Staff are receiving a good induction that is clearly timetabled and verified by the Royal Mencap training department. The essential core training is completed in a six monthly timeframe. The registered manager maintains a training matrix to monitor attendance and of refresher training. Since the last visit all staff have attended training on ‘Person Centred Planning’. This has been the benchmark training for the provider this year. The staff team have also received training linked to food and nutrition, breakaway and de-escalation of behaviours, management of epilepsy and the total communication speech therapy programme. The staff team are expected to achieve a care NVQ 2 level for 50 by 2007. Currently one staff member is qualified to NVQ 3 and one staff member is aiming to complete by December 2006. It is intended to register one staff member in September 2006.The deputy manager is expected to complete the Registered Manager Award (RMA) by December 2006. The recruitment and selection records were examined. Records were well structured and all the necessary pre-employment checks had been completed. It is recommended that all reference checks should include verbal contact to verify and validate the content of at least one of the references given. The provider needs to ensure that all Criminal Record Bureau CRB checks are renewed at three yearly intervals. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected at least once during a 12 month period. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 & 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered manager meets with the expected standard linked to qualification. The quality of the provision is being reviewed at a local and strategic level. Management and staff are paying good attention to matters associated to health and safety. EVIDENCE: The registered manager is an experienced practitioner in the field of learning disability. She has four years of previous management experience and is suitably qualified. The manager has attended specific training connected to staff supervision and appraisals, fire management for managers, assessor of induction programmes, health action plan facilitator and annual development planning. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 21 The registered manager considers that the staff group are working within a more consistent framework. The success with recruiting a full complement of team members has enabled this process to be achieved. The maintaining of a permanent staff group is being given a high priority. The registered manager has introduced a new rota that is ensuring staffing is available during the mornings and the demanding times. The provider has reviewed its quality system. The aim is to develop a clearer analysis of the work undertaken at the home and relate this to the outcome experience of service users. As this is a new process, it is too early to make comment about the outcomes. The provider will also need to familiarise themselves with the changes implemented to the regulation connected to ‘Quality of Service’ amended in June 2006. The provider has restructured the management roles across the organisation. The external line manager is closely involved with the home at an operational level as a result of these changes. The registered manager views this as a positive improvement and support and guidance are more readily available. Stakeholders questionnaires are being prepared and are to be circulated by the home. The home is consulting with other homes run by the same provider to assist with supporting service user’s questionnaires. This is envisaged as providing more objectivity with the process. The systems to monitor health and safety matters are well thought through. Fire safety is addressed and a risk assessment is available. Records showed fire drills are taking place. The domestic installation checks were found to be within the timeframe for maintenance. Risk assessments are in place including being monitored and reviewed. Good evidence of staff protocols and strategies being amended in response to changing needs was evidenced. Accident records are now being kept in service user’s files. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 X 13 X 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X X X X 3 X Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 23 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA2 Regulation 5 (June 2006) Requirement The provider must amend service user’s literature to reflect transparency of fees and any additional on-costs for placements. This will ensure that information is in line with recent changes to the National Minimum Standard Regulation 5 June 2006. Timescale for action 30/09/06 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard YA7 YA34 Good Practice Recommendations Consideration should be given to the value of advocacy services in helping service users express their views of the service and any concerns they might have. Telephone references should be obtained from previous employers that validates authenticity of the potential employee. Wren House DS0000064834.V305428.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Worcester Local Office Commission for Social Care Inspection The Coach House John Comyn Drive Perdiswell Park, Droitwich Road Worcester WR3 7NW 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 Wren House DS0000064834.V305428.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. 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