Care Home: 7 Park Hill Drive

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What the care home does well Cultural and religious festivals are routinely celebrated; on the day of the inspection visit to 9 Grace Road service users were involved in celebrations for Halloween and some service users and staff were dressed in costumes. Two service users recently visited a holiday camp for the weekend to celebrate Bonfire night. Service users are supported to maintain contact with their families and friends with key workers helping them to purchase appropriate cards for birthdays and other significant anniversaries. One service user`s relative felt that the home enabled them to maintain good contact with each other. Recruitment practices are thorough and staff have access to a wide variety of appropriate training, including the opportunity to achieve National Vocational Qualifications. What has improved since the last inspection? No requirements were made at the previous inspection but a recommendation was made that a formal quality assurance system (to include regular consultation with residents, their representatives and other interested parties) should be implemented, to ensure that standards within the home are maintained. At the time of the inspection this had not yet been implemented. What the care home could do better: One service user`s support plan must be improved so that it accurately reflects their individual needs and how these should be met. All service users` plans would benefit from more closely following current good practice in relation to person-centred planning to ensure that they are written directly from the service users` perspectives. Ways could also be explored to more fully include service users in formulating plans. Improvements are also needed to ensure that all service users` social and vocational needs are met, taking into account their individual communication needs and disabilities. Staff must seek permission (where at all possible) before entering service users` rooms to ensure that their privacy and dignity is maintained. In addition the arrangements for one service user`s access to a suitable toilet must be reviewed to ensure that their independence, privacy and dignity is maintained in this area. The practice of using a stair gate on the first floor landing must be risk assessed to take account of the needs of all the service users living in the home as well as the wider health and safety implications. Where the home is responsible for administering service users` finances, records must be kept up to date at all times so that a clear audit trail of every transaction is available. Some improvements are needed in how information is communicated to service users and their representatives. Different ways of presenting the information in the service users` guide (including the complaints procedure) should be explored to make sure that it is as accessible as possible to people with learning disabilities. Service users` representatives should also be given a copy of this information. Finally the home must implement a formal system to monitor the quality of the service provided and this should include regular consultation with service users and their representatives. CARE HOME ADULTS 18-65 7 Park Hill Drive Aylestone Leicester Leicestershire LE2 8HS Lead Inspector Ruth Wood Unannounced Inspection 27th November 2007 03:15 7 Park Hill Drive DS0000045625.V354619.R03.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 7 Park Hill Drive DS0000045625.V354619.R03.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. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service 7 Park Hill Drive Address Aylestone Leicester Leicestershire LE2 8HS 0116 2331035 0116 2331005 tweddle7@aol.com 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) 9 Grace Road Limited Ms Lynsey Rachel Jones Care Home 3 Category(ies) of Dementia (3), Learning disability (3), Sensory registration, with number impairment (3) of places 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. No person falling within category SI or DE may be admitted to the home unless that person also falls within category LD ie multiple disability 14th June 2006 Date of last inspection Brief Description of the Service: 7 Park Hill Drive is a detached house in a quiet area on the outskirts of Leicester, close to a variety of community amenities and transport links. Care and support is given to three adults with learning disabilities and associated sensory impairments. There are two good sized single bedrooms, a bathroom and toilet on the first floor and a further well sized single bedroom on the ground floor and a toilet. The kitchen and lounge are both situated on the ground floor and French windows lead from the lounge into an accessible and secluded back garden. The home does not stand out from neighbouring properties. The home’s sister property (9 Grace Road) is located across a quiet residential street and service users join the service users who live there for daytime activities. Current fees range from £700 to £1,870. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. 7 Park Hill Drive is the sister home to 9 Grace Road, which is located across the road and was inspected on the 31st October 2007. The majority of the home’s administration is conducted from Grace Road and staff training and recruitment records, together with some health and safety records were examined during this inspection. To gather a full overview of the service it is recommended that this report be read in conjunction with that of 9 Grace Road. Prior to the inspection visit the registered manager returned a self-assessment questionnaire giving information as to how the home provided good outcomes for service users. The Commission issued a number of questionnaires asking for people’s views of the home; one relative returned a completed questionnaire, prior to the inspection visit. Information from these sources was used in addition to that gained on the inspection visit to produce this report. This inspection took place on a weekday between 3.15pm and 6pm. The focus of the inspection was the support of the three service users; their support plans were examined and their needs discussed with the registered provider and staff members. Staff interaction with service users was observed and the inspector also communicated directly with two of the service users. All service users’ bedrooms and communal areas were seen and service users’ financial records were examined. What the service does well: What has improved since the last inspection? 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 6 No requirements were made at the previous inspection but a recommendation was made that a formal quality assurance system (to include regular consultation with residents, their representatives and other interested parties) should be implemented, to ensure that standards within the home are maintained. At the time of the inspection this had not yet been implemented. 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. 7 Park Hill Drive DS0000045625.V354619.R03.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 7 Park Hill Drive DS0000045625.V354619.R03.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. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2 Quality in this outcome area is adequate Good assessment procedures are in place but improvements are needed in the way information about the home is made available to service users and their representatives This judgement has been made using available evidence including a visit to this service. EVIDENCE: An assessment of need was in place for all three service users and there was evidence that this was regularly reviewed and updated. The general admission procedure for both 7 Park Hill Drive and 9 Grace Road was discussed with the registered manager during the inspection of 9 Grace Road (31/10/07) and service users usually visit the home prior to their admission for day and overnight stays. A Statement of Purpose and Service User Guide, giving accurate information about the home’s services is available in a standard written format. Discussion was held with the registered manager at the inspection of 9 Grace Road about offering these in alternative formats (such as DVD-Rom) to make the information more accessible to the home’s service user group. Discussion with one service user’s relative indicated that they had not seen a copy of the service users’ guide and were therefore unsure about certain aspects of the home. Recommendations in relation to these two issues were made. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 9 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. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7, 9 Quality in this outcome area is adequate Improvements are needed in service users’ support plans to ensure that they clearly identify how to meet individual’s needs, how to manage identified risks and that they are in a format accessible to staff and service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Support plans and risk assessments are managed centrally at 9 Grace Road. Two service users’ plans have been updated in response to some of the recommendations and requirements made at the Grace Road inspection. Although these were in a clearer format they would still benefit from more closely following current good practice in relation to person-centred planning to ensure that they are written directly from the service user’s perspective. Additionally ways should be explored to more fully include the service user in formulating the plan. One person’s support plan and risk assessments did not accurately reflect their needs as a person with a dual sensory impairment and how these should be met. Attempts to facilitate the choices available to this person should also consider the specific communication needs arising from their impairments. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 10 Information contained within the home’s statement of purpose about advocacy services is out of date (the advocacy service quoted is no longer operating). This should be modified and the availability of independent advocates promoted. All service users’ personal allowances are paid into a joint service users’ account administered by Mr Tweddle. Unfortunately the three service users’ financial records have not been updated, the last entry for two service users having been made on 16/01/07 and for the third service user being 15/04/07; a letter of urgent concern was sent to the home about this. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 11 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, Quality in this outcome area is adequate Improvements are needed to ensure that all service users’ social and vocational needs are being met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: One service user attends a local further education college for part of the week and for the rest of the time they access the day care resources based at 9 Grace Road where there are separate rooms set aside containing equipment such as computers, games and craft materials. A member of the care staff acts as the day care coordinator and attempts have been made recently to offer a more structured programme for individual service users. One service user was identified by staff as ‘liking to isolate themselves’, but the activities on offer did not take account of their needs as a person with a dual sensory disability and how this may contribute to their ‘liking to isolate themselves’. This service user was also observed during the inspection of 9 Grace Road and did not appear to have any clear daily activity. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 12 Two of the service users have recently visited a holiday camp for the weekend to celebrate Bonfire night and during the inspection of 9 Grace Road were observed as taking part in the celebrations for Halloween. Good arrangements are in place to ensure that service users maintain contact with relatives; for example key workers ensure that service users are supported in purchasing and sending birthday cards and social events are held to which relatives and friends are invited. One relative, who responded to the Commission’s survey said that the home usually helped their relative keep in touch, assisted them to attend family events and was able to visit most weekends. A staff member was observed to enter one service user’s room without first gaining permission by knocking on the door (or using any other way of indicating that they wished to enter). One service user uses a commode in their room. A staff member explained that the commode was there because the service user could not access the upstairs toilet at night (due to a safety gate being in place). As the service user does not have any physical disability, which prevents them from accessing an ordinary toilet, the use of the commode on this basis does not promote their independence or individual choice. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 13 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. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19, 20 Quality in this outcome area is adequate Health, personal care and medication needs are generally well met This judgement has been made using available evidence including a visit to this service. EVIDENCE: The support plans of the three service users outline their health, personal care and medication needs and contain information about the external professionals involved in their care. Optical prescriptions and letters indicate that service users have access to regular input from opticians and dentists. Service users also have access to a private physiotherapist, chiropodist and reflexologist. Management of ongoing health conditions is generally good but one service user’s needs in relation to their hearing loss have not been addressed. Service users who have to attend hospital are accompanied by at least one member of the home’s support staff and a service user recently admitted to general hospital from the sister home (9 Grace Road) had been supported by a member of the home’s staff on a 24 hour basis as their needs were too complex for the general nurses to meet unaided. The standard relating to medication was assessed during the inspection of 9 Grace Road on 31/10/07. The administration of medication was observed; two staff who have received appropriate training administer medication and practice and recording were observed as being good and accurate. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 14 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. JUDGEMENT – we looked at outcomes for the following standard(s): 22, 23 Quality in this outcome area is adequate Systems are in place to ensure service users are protected but improvements are needed to ensure that service users and their representatives know how to raise any concerns. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Evidence to inform this outcome group was also gathered at the inspection of 9 Grace Road, which took place on 31/10/07. The complaints procedure is part of the home’s statement of purpose and is available in a standard written format. It is recommended that the home makes efforts to make the procedure available in other formats as well as ensuring that all relatives are aware of the procedure as are service users were possible. The Procedure should also be updated to include the contact details of the local authority. The one relative who responded to the Commission’s survey said that had not received a copy of the home’s complaints procedure. Training files demonstrate that care staff and managers have received training in the procedures around the protection of vulnerable adults and their responsibilities with regards to reporting incidents and keeping people safe. Recruitment records demonstrate that staff have an enhanced Criminal Records Bureau check, their names are checked against the vulnerable adults register and two written references are obtained before they begin work at the home. This helps to ensure that unsuitable people do not work with vulnerable service users. Staff have also received training in intervention techniques for dealing with challenging behaviours. This NAPPI training (Non-Abusive Psychological and 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 15 Physical Intervention) was delivered by a trainer, accredited by the British Institute of Learning Disabilities. At the inspection of 9 Grace Road not all staff observed interacting with service users did so in an appropriate manner, taking account of the relationship between them and the age and status of the service user. At times communication observed was inappropriate (tickling and kissing) and did not respect the dignity of the service user. Interaction of this kind was not observed during this inspection and the registered person has taken measures to respond to this issue. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): 24, 27, 30 Quality in this outcome area is adequate The current environment does not suit all service users’ needs This judgement has been made using available evidence including a visit to this service. EVIDENCE: All communal areas and service users’ rooms were seen. Along with 9 Grace Road the home has a dedicated housekeeper who oversees all cleaning and laundry and all areas of the home were clean, tidy and fresh smelling on the day of the inspection. Evidence was seen (certificates) at the inspection of 9 Grace Road that staff had undertaken training in infection control. A safety gate is placed at the top of the stairs during the night; this means that the service user whose room is downstairs cannot access the upstairs toilet neither are they able to easily access the downstairs toilet because it is located via a relatively dark uneven passageway. Currently the service user is using a commode but although this was envisaged as a temporary measure this has been in place for over a year. The staff member on duty said that sometimes the service user uses the commode during the day as well as night. The service user must have safe access to a toilet to ensure that their independence, privacy and dignity are maintained. The registered person should also ensure that a suitable risk assessment has been completed in 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 17 respect of the use of the safety gate. This should take into account the possible need for the service user who lives downstairs to alert the sleep-in staff member, as well as considering the wider health and safety implications. Service users’ rooms are highly personalised and appear to reflect their personalities and interests. 7 Park Hill Drive DS0000045625.V354619.R03.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. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 Quality in this outcome area is good Service users are supported by well-trained staff and protected by effective recruitment practices This judgement has been made using available evidence including a visit to this service. EVIDENCE: The same staff team from 9 Grace Road work with the service users at 7 Park Hill Drive. The majority of evidence for this outcome group was gathered at the inspection of 9 Grace Road, which took place on 31/10/07. Three staff records were examined, including those of the most recently appointed staff member. All contained an application form, two written references, and evidence that a CRB check had been obtained prior to the applicant starting work and that their names had been checked against the vulnerable adults register. All staff had also undergone a six week induction programme. Each staff member also has a training portfolio containing evidence of ongoing training relevant to providing support to the service user group including National Vocational Qualifications (nine staff hold this qualification in care at level 2 or above). The home takes part in Leicester City Council’s workforce development programme and has worked with their coordinator to develop a training matrix which ensures all staff have access to key training in supporting people with learning disabilities. Training recently provided or to be provided in the near future includes; good record keeping, 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 19 safeguarding adults, manual handling, infection control, Communication, person centred planning, listening and responding to people with learning disabilities, autism and autistic spectrum disorders. 7 Park Hill Drive DS0000045625.V354619.R03.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. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39, 42 Quality in this outcome area is adequate A formal quality monitoring system must be implemented to ensure that the home is consistently run in the best interests of service users. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The majority of evidence for this outcome group was gathered at the inspection of 9 Grace Road, which took place on 31/10/07. The registered manager is currently working towards her Registered Managers Award. Many of the management functions are centralised, taking place at 9 Grace Road. A formal quality assurance tool has been purchased but has not yet been implemented within the home, neither is there any formal system in place to consult with service users, their relatives or other interested stakeholders. Documentation demonstrated that staff meetings and staff supervision take place on a regular basis. 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 21 Certificates demonstrate that staff have received training in food hygiene, manual handling, first aid and infection control. Not all radiators at 7 Park Hill Drive are covered and the registered person must ensure that a risk assessment is completed which demonstrates that potential risks to service users are suitably managed. 7 Park Hill Drive DS0000045625.V354619.R03.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 2 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 2 23 3 ENVIRONMENT Standard No Score 24 2 25 X 26 X 27 2 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 2 1 X 2 X LIFESTYLES Standard No Score 11 X 12 2 13 3 14 X 15 3 16 1 17 X PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 2 3 X 3 X 2 X X 2 X 7 Park Hill Drive DS0000045625.V354619.R03.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 YA6 Regulation 15 Requirement The identified service user’s support plan must accurately reflect their specific needs and state how these should be met. The registered person shall ensure that records of service users’ money administered on their behalf are kept up to date. The registered person shall ensure that all service users’ social and vocational needs are met. The registered person shall ensure that the privacy and dignity of service users is respected at all times by ensuring that staff seek permission (where at all possible) before entering a service user’s room. The registered person must ensure that provision is made to meet the individual health care needs of all service users. A risk assessment on the use of the stair gate should be completed which considers the needs of all service users in the home as well as the wider health and safety implications. DS0000045625.V354619.R03.S.doc Timescale for action 28/02/08 2 YA7 17 (2) (3) 31/12/08 3 YA12 16 (2) (m) (n) 12 (4) 28/02/08 4 YA16 31/12/08 5 YA19 12 (1) 31/12/08 6 YA24 13 (4) 31/12/08 7 Park Hill Drive Version 5.2 Page 24 7 YA27 12 (4) 23 (2) (j) 8 YA39 24 All service users must have safe access to a toilet, taking account of their individual needs and disabilities, to ensure that their independence, privacy and dignity are maintained. The registered person must establish and maintain a system for evaluating the quality of the services provided at the care home, which takes into account the views of service users and their representatives. 31/01/08 30/04/08 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 Refer to Standard YA1 YA1 YA6 Good Practice Recommendations Alternative formats for the service users guide should be explored and produced to ensure that the information is accessible to the home’s target service user group. The service users guide should be made available to service users’ representatives Support plans should reflect developments in personcentred planning to enable service users to take as active a role as possible in developing their plans. The Complaints procedure should be made available in different formats to ensure access to this information by as many people as possible. All service users, their relatives and other stakeholders should be made aware of the procedure. YA19 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Nottingham Area Office Edgeley House Riverside Business Park Tottle Road Nottingham NG2 1RT 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 7 Park Hill Drive DS0000045625.V354619.R03.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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