Please wait

Please note that the information on this website is now out of date. It is planned that we will update and relaunch, but for now is of historical interest only and we suggest you visit cqc.org.uk

Inspection on 28/11/06 for Yoakley House (Michael Yoakley`s Charity)

Also see our care home review for Yoakley House (Michael Yoakley`s Charity) for more information

This inspection was carried out on 28th November 2006.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

The registered manager and the all of the staff show a commitment to meeting the National Minimum Standards and work hard to meet any requirements made. The prospective service user is provided with information about the services the home offers and it`s terms & conditions of residing at the home prior to admission. The home provides a well-maintained environment with a welcoming atmosphere. Service users personal space is respected and are encouraged to bring in personal possessions. Service users are supported to maintain independence and are encouraged to pursue interests and activities outside the home. Service users views are respected and they are actively consulted about the running of the home. Service users stated they are confident about telling the registered manager what they think and that it will be acted upon. The home benefits from a loyal team of staff who are committed to their roles within the home and are willing to undertake training. This is reflected in a low turnover of staff. A variety of food and choices are offered to eat at every meal with service users being consulted about the content of menu. Service users are assessed, monitored and supported to administer their own medication when appropriate.All staff have completed a range of training that covers all of the mandatory course as well as introduction to other subjects such as dementia and mental health. All new staff are appointed a supervisor whilst completing their induction training.

What has improved since the last inspection?

The care plans are now detailed about the individual service users needs and provides staff with clear instructions on how to meet these needs. Assessments and monitoring systems have been introduced with appropriate storage facilities to enable service users to keep and administer their own medication. Regular audits of both the medications and the care plans are conducted to check for quality of practice and documentation. The first quality assurance programme has been completed and a report of the findings produced, the registered individual also conducts monthly visits and writes a report. The procedures for handling service users finances have been revised to include a two-signature procedure.

CARE HOMES FOR OLDER PEOPLE Yoakley House (Michael Yoakley`s Charity) Yoakley House Via Drapers Close St Peter`s Road Margate Kent CT9 4AJ Lead Inspector Clair Brown Key Unannounced Inspection 10:00 28 & 29th November 2006 th 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 Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.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. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Yoakley House (Michael Yoakley`s Charity) Address Yoakley House Via Drapers Close St Peter`s Road Margate Kent CT9 4AJ 01843 223652 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) Michael Yoakley`s Charity Mrs Gillian Lilley Care Home 26 Category(ies) of Old age, not falling within any other category registration, with number (26) of places Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. To admit four (4) Services Users, under the category of MD, whose dates of birth are 19/07/1921, 18/05/1914, 15/03/1914 and 09/06/1923. 7th May 2002 Date of last inspection Brief Description of the Service: The Home was purpose built in the 1980s in a semi-rural location. It is a short journey to the local amenities and is situated on a bus route. The local general hospital is situated next to the Home. The Home is registered 26 male & female service users of both genders, aged 65 years plus. The Home is all on one level and all bedrooms are single with en-suite facilities. There are two waking night staff on duty every night and between 2 and 4 care staff on duty during the day. The fees are from: £303.25 to £366.00 per week. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. This inspection consisted of an unannounced key inspection visit to the home on 28th & 29th November 2006 by one inspector. It also included a thematic inspection. As part of this unannounced inspection the quality of information given to people about the care home was looked at. People who use services were also spoken to, to see if they could understand this information and how it helped them to make choices. The information included the service users guide (sometimes called a brochure or prospectus), statement of terms and conditions (also known as contracts of care) and the complaints procedure. These findings will be used as part of a wider study that CSCI are carrying out about the information that people get about care homes for older people. This report will be published in May 2007. Further information on this can be found on our website www.csci.org.uk. The inspection takes account of information received from a variety of sources including written information from the registered provider and registered manager, service users and staff. The previously made requirements and recommendation from other inspections were inspected and all key standards. Comment cards were completed by 9 service users. The inspector spent time talking to service users and the care staff to gain their views. A partial tour of the premises was conducted. Documents and records were seen and service users files were case tracked. What the service does well: The registered manager and the all of the staff show a commitment to meeting the National Minimum Standards and work hard to meet any requirements made. The prospective service user is provided with information about the services the home offers and it’s terms & conditions of residing at the home prior to admission. The home provides a well-maintained environment with a welcoming atmosphere. Service users personal space is respected and are encouraged to bring in personal possessions. Service users are supported to maintain independence and are encouraged to pursue interests and activities outside the home. Service users views are respected and they are actively consulted about the running of the home. Service users stated they are confident about telling the registered manager what they think and that it will be acted upon. The home benefits from a loyal team of staff who are committed to their roles within the home and are willing to undertake training. This is reflected in a low turnover of staff. A variety of food and choices are offered to eat at every meal with service users being consulted about the content of menu. Service users are assessed, monitored and supported to administer their own medication when appropriate. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 6 All staff have completed a range of training that covers all of the mandatory course as well as introduction to other subjects such as dementia and mental health. All new staff are appointed a supervisor whilst completing their induction training. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 123456 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective service users are fully assessed prior to admission by an appropriately experienced person. They are provided with sufficient information to make an informed decision about their admission to the home. The home does not provide intermediate care therefore standard 6 is not applicable. EVIDENCE: The home has had five new admissions in the last few months. Three of these service users were met individually to discuss their personal experiences of moving into the home and their files were case-tracked. All three were able to show they had received copies of the service user guide, their contract and the Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 9 complaints procedure. One service user had moved to the area to be nearer their family and during a day visiting the home had an assessment of needs conducted by the registered manager. The others confirmed that they had been visited at their home or hospital by the registered manager to conduct the assessment. Records of the assessments were evident in their files as well as copies of care managers’ assessments where applicable. The registered manager is very aware of the need to comply with the homes registration and the of the pre-admission assessment, therefore they are considering introducing a 24 hr assessment process to be conducted as part of a preadmission visit, to gather more specific detail about the individuals needs. A formal letter offering a place is sent following the completion of the assessment. The registered person confirmed that fees are reviewed annually and a month’s written notice of changes to the fees is provided. The registered manager confirmed the home does not provide intermediate care. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7 8 9 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care planning system provides staff with the information they need to satisfactorily meet service users needs, however these are not produced in sufficient time following admission. Health needs are met and service users feel they are treated respectfully. Medication procedures and practices have improved but some records are incomplete. EVIDENCE: Three service user files were case-tracked, one with complex needs and two recent admissions. The service users care plan with complex needs was well written and clearly identified the service users needs providing a picture of the person and how to meet those needs. One of the other files assessed was partly written again this was detailed and supported by pre-admission assessments but the care plan was incomplete and this service user had been residing in the home for 12 days. The carer designated for writing the care Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 11 had been taken ill, but another person should have been appointed to complete the document. The third file was of a service user admitted just a day before the inspection visit started. This file contained the pre-admission assessment and care managers’ assessment but the remaining documentation was blank. The daily records were lacking detail of the actual care provided and did not relate to the care plan. The files contained evidence of service users health needs being met and service users confirmed that they are able to access G.P.’s when needed, one service user will call the doctor themselves to make their own appointments. The deputy manager has taken on the responsibility of conducting the medication audits, this is used to identify errors and consistent poor practices by staff and this has been developed to include a colour-coded system. The inspection audit of the medications was conducted with the deputy manager, the overall findings were good, with assessments, monitoring systems and policies in place for those who self administer their own medication. The home actively supports service users to maintain their independence with their medication. The occasional gap was identified on the MAR chart but the homes audit process has already identified these. The medication of the recently admitted service user had not been recorded in the records of receipts of medication coming into the home. All other medication was recorded in the receipt records. Controlled Drugs provided and used by the district nurses were not recorded in the CD register. One service user medication had run out a week ago and it was not known when these were due to arrive. When meeting the service users they all expressed how wonderful the home is and that the staff treat them respectfully and in a manner in which they wish to be treated. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12 13 14 15 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users are supported to participate in a variety of activities and maintain contact with their family & friends. A nutritionally balanced diet is provided. Service users have an active voice, expressing their personal preferences and this is respected and acted upon. EVIDENCE: The home provides a variety of activities and social events. The home benefits from beautiful extensive gardens, which in the summer are used for events such as strawberry & cream teas. The home also has two large communal rooms and a selection quiet areas in the passageways. A new service user stated that she really enjoys the “Knit & Natter” group as well as some of the craft activities. A variety of events have been arranged for the Christmas period. The monthly Holy Communion service was taking place during the inspection visit and was well attended. Some service users stated in the surveys that there are plenty of activities available but it is their choice not to participate. Others choose to continue to attend activities in the local Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 13 community, attending clubs and social events they participated in prior to moving into the home. The service users and the registered manager told the inspector of a complaint recently raised by the service users relating to the quality of food. The registered manager worked to support the cook to improve the standard of the food and conducted surveys to gain the service users views, the cook chose to leave and a new cook has been employed. The new cook is in the process of gradually changing the menu, which offers a minimum of two hot meals and other alternatives are available. There has been service users meeting to discuss the food and cook has attended these. The service user who originally complained told the inspector that the overall quality of the food has improved, that it is “now a delight to go down to dinner, the flavour has improved and the food is cooked properly”. The service users feel they are listened to and that they are able to express their concerns and that they are taken seriously. This demonstrates that they have an active voice within their home, which is respected. Many of the service users are physically frail and require the support of care staff but have been supported to maintain their personalities and individual persona. The menu offers two choice of a hot main meal with other alternatives available. Fresh vegetables are used daily and fresh fruit is always available, this was confirmed when speaking to service users. Special diets are catered for, a recently admitted service user has a gluten intolerance, who is adjusting to having their food prepared for them. The home has purchased specialists breads & cakes. It is recommended that the cook meet with the service user to try and produce a menu that satisfies their preferences. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 – 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16 18 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Service users are confident that their opinions and concerns are taken seriously and responded to appropriately. EVIDENCE: Service users comment cards stated that they aware of how to complain and who to complain to. The Commission has not received any complaints since the last inspection. See the section on “daily life and social activities” for an example of how the home has managed a recent complaint. Every service user has a copy of the complaints procedure in their bedrooms. The address needs updating since the local CSCI office has relocated. The Home has an adult protection policy and procedure, which includes a whistle blowing policy. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19 20 21 22 23 24 25 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The building is purpose built and well maintained providing a homely environment for service users. EVIDENCE: The building is a purpose built home, with all of it’s accommodation provided on the ground floor. The home employs maintenance staff and has an on going maintenance programme. Communal areas of the home were actually being redecorated and refurbished during the inspection visit. There is regular investment in the home with the most recent plans being to convert an unused bathroom into a wet/shower room. Specialist equipment is provided when needed and adaptations to meet the needs of the service users. All of the bedrooms are single and have en-suite facilities. Service users are actively encouraged to bring in pieces of furniture and personal possessions, making the bedrooms both intimate and individual. The home provides assisted bathrooms and toilets and has two large communal areas as well as seating Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 16 areas in some of the corridors. Infection control procedures are fully implemented and the appropriate equipment provided. The home was seen to be clean and free from offensive odours and this was supported by the comments in the service user surveys. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. 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. Care staff are provided in sufficient numbers to meet the needs of the service users. Recruitment procedures are thorough and ensure the safety and welfare of the service users. Staff are attending appropriate training courses. EVIDENCE: There are four care staff on duty in the mornings and three in the afternoon. At night there are two waking night staff. The home also employs a team of ancillary staff that includes cooks, cleaners, laundry staff and there is an activities person. Three newly recruited staff files were assessed, these contained all of the required documentation relating to the recruitment procedures. Two of the new staff had been employed by the registered manager and the third was employed by the deputy manager, this was the deputy’s first time of recruiting staff. The person started their induction prior to the POVA first being received, although they were appointed a supervisor to work with at all times. Over 50 of the care staff have achieved the NVQ level 2 or above in care. The staff have completed the mandatory training and some additional course at an introductory level, such as dementia and mental health. There are Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 18 individual training records and a training matrix which clearly records the date of attendance and the proposed renewal date. The person conducting the mandatory training has completed the “train the trainer” courses and is also responsible for overseeing the induction of new staff. The induction programme is conducted over a period of time covering a variety of aspects of care and health & safety issues, the induction programme should be checked against the skills for care criteria. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31 32 33 34 35 36 37 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered manager has the skills and knowledge to continue to bring the home forward. Overall the health & safety practices are satisfactory. EVIDENCE: The registered manager is well qualified for the position and has the registered managers award. She is also near to completing a degree. The home has been well managed with the homes ethos being maintained. There has been a deputy manager appointed for the first time who is assisting the registered manager. The supervision of staff has been shared between the registered manager and the deputy; those conducted by the registered manager are up to date, however the others have not achieved the required six a year. The Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 20 registered manager acknowledged that she should have checked if the deputy was up to date. There are quality assurance systems is in place, although other internal audits are conducted (medication and care plans) these are currently not included in this process. Service users financial records were seen to be update, had receipts, cash and records corresponding and now has a two-signature procedure. The environmental health & safety certificates were up to date and the fire risk assessment has been completely rewritten within the last week. Policies and procedures have been reviewed this year, with some minor alterations made and some new policies introduced. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 3 X HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 4 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 4 17 X 18 3 4 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 3 3 2 3 3 Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 22 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 OP7 Regulation 1012-18 sch 3-4 Requirement 1)The registered manager must ensure that all service users care plans are produced within 5 days of admission if an emergency admission or a basic care-plan written prior to admission using information gathered from the assessments. 2) Daily reports must clearly record care provided and the events of the day. All medication received into the home must be recorded. All controlled drugs must be recorded in the CD register. New staff must have a POVA first check completed prior to starting work. For all staff to formal one to one supervision six times a year. Previous timescale: 31.01.06 & 31/07/06 Timescale for action 30/03/07 2. OP9 12-14 16 17 23 sch 3 7,9,12 19 schedule 2 18 30/12/06 3. 4. OP29 OP36 30/03/07 30/03/07 Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 23 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. 3. 4. 5. Refer to Standard OP33 OP30 OP15 OP16 OP30 Good Practice Recommendations It would be of benefit to include the internal audits conducted as part of the quality assurance findings/report. To induct the deputy manager into her new role ensuring she has the knowledge and understanding of the homes responsibilities and management procedures. It is recommended that the cook meet with the service user who has a gluten intolerance to plan a suitable menu. To update the CSCI address in the complaints procedure. To compare the homes induction programme with the “skills for care” criteria. Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Local Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT 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 Yoakley House (Michael Yoakley`s Charity) DS0000023632.V307049.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. 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!