Care Home: Bali Hai Residential Care Home

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What the care home does well Throughout the time we were in the home, staff activity and focus was constant in supporting and enabling residents to achieve their plans and goals for the day. Where possible the manager and staff actively encouraged residents to be part of the inspection process. We observed a lot of interaction between staff and residents. It was supportive and enabling. Residents were open and happy to speak with us. Bali Hai actively encouraged residents to be involved in the day to day management of the home. Each resident according to ability was supported to make their own personal choices about their daily living routines and social activities. There was a robust risk assessment process in place which permitted residents to be as independent as possible. The home`s AQAA was completed in detail. Within the document the home recorded under what it does well `pre admission assessments, individual care plans and risk assessments`. This was supported by what we found during the inspection. In addition the document recorded it did well in the `feedback from quality assurance questionnaires`. This was supported by what we found during the inspection. It was also recorded how individual residents are encouraged, supported and enabled to live as independantly as possible within a residential setting. This was supported by our findings. What has improved since the last inspection? At the last inspection three statutory requirements were made and these have now been addressed. All personal information held on residents was now in a secure place. There were no unpleasant odours in any of the bathroom areas and systems were in place to ensure that the temperature of the hot water in bathrooms and resident`s bedrooms is kept within safe parameters. What the care home could do better: To ensure that all staff experience a safe and robust induction programme, the manager should obtain advice and guidance on the Skills for Care `Core Induction Standards` for care staff. To ensure that residents are fully protected, the manager must ensure that the home obtains and makes available to all staff the current safeguarding vulnerable adults from harm guidance and procedures. Key inspection report Care homes for adults (18-65 years) Name: Address: Bali Hai Residential Care Home 14/16 Southbourne Grove Chalkwell Park Westcliff On Sea Essex SS0 9UR     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Ann Davey     Date: 1 6 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: Bali Hai Residential Care Home 14/16 Southbourne Grove Chalkwell Park Westcliff On Sea Essex SS0 9UR 01702479867 F/P01702479867 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mrs Vijay Luxmi Rattan care home 12 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 mental disorder, excluding learning disability or dementia Additional conditions: The maximum number of service users who can be accommodated is 12 The registered person may provide the following categories of service only: Care Home only - Code PC, to service users of the following gender: Either, whose primary care needs on admission to the home are within the following categories: Mental Disorder, excluding learning disability or dementia - Code MD Date of last inspection Brief description of the care home Bali Hai is a large domestic house providing care and accommodation for up to twelve residents in six single and three double rooms. There are two lounges available one of which incorporates a dining area. There is a pleasant garden and patio area. There is an additional furnished room in the garden for residents to use if they smoke. The weekly fees range from £298.76 to £709.49 depending of the source of funding, the accomodation available or requested and the assessed care needs. There are additional charges for items of a personal nature. The home has a current Statement of Purpose and Service Users Guide available. Bali Hai is situated near Chalkwell Park and is Care Homes for Adults (18-65 years) Page 4 of 27 Over 65 0 12 Brief description of the care home close to all local amenities and services. The home is decorated, furnished and maintained to a satisfactory standard. There are no requirements for a passenger lift. Disabled access for visitors is limited to the ground floor. There is no allocated off road parking but this is normally easy to find in the immediate locality. Care Homes for Adults (18-65 years) Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: Mrs Rattan owns and manages Bali Hai care Home. The last key inspection took place in this home on 6th August 2007. We carried out an Annual Service Review on 1st July 2008. This key inspection took place over six and half hours. The visit started at 9.15am and finished approximately 3.45pm. The homes manager helped us throughout the inspection. The homes Annual Quality Assurance Assessment (AQQA) which is required by law to be completed by the service had been returned to us within the agreed time scale. The document had been completed well and provides the home with the opportunity of recording what it does well, what it could do better, what had improved in the previous twelve months and its plans for the future. We sent surveys to the home but unfortunately they arrived too late for distribution, Care Homes for Adults (18-65 years) Page 6 of 27 completion and to be returned to us as part of this inspection. We will use the information for the next regulatory activity. The homes own annual quality assurance system was very good and we looked at some of the information within the completed surveys. The feedback within the surveys was very positive. The time spent in the home was pleasant and everybody was helpful. We spoke with residents, staff and a health care professional. We looked around the home and viewed aspects of various records which were selected at random. All matters relating to the outcome of the inspection were discussed with the manager so that where necessary development work could begin. Care Homes for Adults (18-65 years) Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Adults (18-65 years) Page 8 of 27 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) Page 9 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents needs are fully assessed before admission to make sure that these can be met by the home. Evidence: The home has an up to date Statement of Purpose and Service Users Guide. This means that prospective residents and all interested parties can read about the home and understand what it can offer and provide. The pre-admission documentation of a resident admitted since the last inspection was viewed. Clear and comprehensive details were in place. There was a clear process of assessment on the file. A care plan had been put in place. The resident and all interested parties had been involved in the process. The residents views, wishes, preferences and expectations had been recorded. Care Homes for Adults (18-65 years) Page 10 of 27 Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care plan documentation in place reflected residents needs. Evidence: Aspects of four care plans and associated documentation such as risk assessments and accident records were viewed. Files were well indexed, orderly and easy to follow. Documentation confirmed that residents, their respective families (if appropriate) and other interested parties had been consulted about the care they wished to receive. There were also entires within the homes daily records where it was clear that the resident had been consulted and their views, opinions and wishes on their daily activity were noted. We saw that care plans and risk assessments had been reviewed on a regular basis. Entries within individual residents personal risk assessment and incident records corresponded with care plans and their daily activity records. Staff in the home had enabled residents to take responsible personal risks. For example using public transport and going out and about independently. There was clear documentation in Care Homes for Adults (18-65 years) Page 11 of 27 Evidence: place to support this aspect of care. Residents told us that they knew information was held on them and reported I know whats there because Ive seen it and Im asked if I want to see it. Staff we spoke with had a good understanding of individual residents health and social care needs. Care Homes for Adults (18-65 years) Page 12 of 27 Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents experience a varied lifestyle according to choice, ability and enjoy a good diet. Evidence: All residents had a structured weekly activity programme in place. The majority of residents attended one of the three local day centres whilst others had a structured and meaningful weekly social skills programme recorded. Residents we spoke with told us that they were fully involved with their weekly programme and were happy with what they did and where they went. One resident told us I enjoy what I do, Ive got lots of friends there and I do some really nice things. Another resident who was undertaking some social skills within the home reported yes, its good here. All residents have a free bus pass which is used to its full potential. Residents are encouraged and supported to independently access community activities Care Homes for Adults (18-65 years) Page 13 of 27 Evidence: and events. There were robust risk assessments in place so that staff were aware of the risk factors and could follow a procedure where necessary should a resident not come home at an expected time. The home had established links with other community resources such as the police and other centres should it be needed. The home organised and facilitated at least two holidays per year for residents. There was a holiday file in place. Last year they visited to Jersey and this year they went to Devon. In addition we saw that there had been regular social events in the home such as BBQs, Valentines Day party, Chinese New Year celebrations, Candlelight suppers, Diwali (Festival of Lights) celebrations and Bonfire Night. One resident told us any excuse for a party. The home had purchased a computer for residents which was in the dining area. For those residents who had shown an interest in computer skills there was personalised computer skills portfolio in place. There was a four weekly rolling menu cycle in place. We saw in the records that residents make their own choices about what they wish to eat. The choice of food was varied. When we arrived many of the residents were either preparing or eating their breakfast before going out to one of the various day centres. In the kitchen some residents were independently preparing their own breakfast and others were being supported or assisted others were being assisted. Most residents had porridge, toast and a hot drink. One resident told us theres loads of stuff I can have, but I like this. Residents told us that when they go to day centres they take a packed lunch. We were told that they can choose what they want in their sandwiches and were happy with the arrangement. Fresh food such as fruit, bread, sandwich fillings salad and vegetables were plentiful. A record of what each resident had eaten on a daily basis was available. Care Homes for Adults (18-65 years) Page 14 of 27 Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents receive good health care and personal support. Evidence: Residents personal and health care needs had been assessed and the details had been recorded. We could see that the information about residents ongoing personal and health care needs within the recording system had been reviewed and updated as appropriate. There were systems in place encouraging and enabling residents to make independent choices as far as practicable about their daily activities and general wellbeing. Some residents had established personal and social links outside of Essex. This had been supported by staff by putting robust risk assessments in place. During the day we observed staff encouraging and supporting residents in a variety of ways. For example, breakfast time, lunch time, putting clean clothes away, seeing the Community Psychiatric Nurse, getting ready for the day centre and using the computer. On those residents files viewed, we noted that the respective residents end of life wishes had been sensitively recorded. Care Homes for Adults (18-65 years) Page 15 of 27 Evidence: We sampled various aspects of the medicines storage, recording and administration system. No concerns or anomalies were noted by us. Residents told us that they were happy or satisfied with the current medicines administration system. The manager told us that the home had a very good working relationship with all external supportive health care agencies. We spoke with the Psychiatric Community Nurse who raised no concerns about health care arrangements. Care Homes for Adults (18-65 years) Page 16 of 27 Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents can be confident that concerns would be managed appropriately and are protected by the homes safeguarding adults from harm procedures. Evidence: Details of how to raise a complaint had been displayed in the hall way. Arrangements should be made to update the CQC contact point so that anybody wishing to contact us has the correct address. Residents we spoke with told us that they would speak with Mrs Rattan (owner and manager), somebody at the day centre or tell their relative if they were unhappy about anything. All residents have regular access to an external day centre or external independent agency. The manager told us that every resident had the ability and/or opportunity to raise a concern with a person not working in the home. Since the last inspection, there had been no formal complaints received. The home had a process by which any concern raised by a resident had been clearly recorded and the action taken to address it. Staff we spoke with knew about the safeguarding adults from harm reporting procedures. The home did not have the current safeguarding adults from harm policies and procedures in place. We contacted Southend Borough Council who agreed to forward them by email to the home that day. The home should review all aspects of protecting adults from harm procedures to ensure that staff have current guidance. Staff were aware of the correct reporting procedures, but without the current guidance in place there was a potential for error. Care Homes for Adults (18-65 years) Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a home which is clean and comfortable Evidence: Since the last inspection many areas of the home had been redecorated and refurbished. new soft furishings and bedding had been purchased. There were plans to update the bathroom facilities by the end of the year. Residents told us that they had been involved in the process. Residents bedrooms were furnished and decorated to personal taste and choice. All bedrooms now have a good sized television. We noted that the manager knocked on bedroom doors before opening them even though it was known that the respective resident was elsewhere. This was good practice and indicated to us that residents privacy was respected. Two residents showed us their bedrooms and explained how they had chosen the furnishings, decoration and colour schemes. The areas we looked around were in good repair with decor and furnishings pleasing to residents. The communal areas were comfortable and airy. There was the main lounge and dining area, a smaller lounge and a further external lounge used by residents who wished to smoke. We noted that many residents had comfortable armchairs within their respective bedrooms so they could relax and watch television in the privacy of their own room should they wish. We spoke to one resident who aid I Care Homes for Adults (18-65 years) Page 18 of 27 Evidence: like watching television in my room and I got a very comfortable chair to sit in. Residents had access to a telephone in the hallway. There was a very pleasant garden and patio area to the rear of the home. The area was furnished with adequate garden furniture. During the day we noted that residents were sitting out there enjoying the good weather. The kitchen and laundry areas were accessible to all residents were clean and functional. We saw infection control and health and safety notice displayed to provide guidance for staff. Care Homes for Adults (18-65 years) Page 19 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are cared for by a team of staff who had been well recruited, trained and supervised. Evidence: The home was registered to provide care for twelve residents. On the day of our visit, eleven residents were accommodated. The outcome for this group of standards had been based on the staffing arrangements for eleven residents. There was a clear staff rota in place for the current week. During the day there were no less that two members of staff on duty and at night there was one awake member of staff on duty. The home does not employ cooking or domestic staff. A maintenance person attends the home on a regular basis to ensure that routine maintenance and repair tasks are undertaken. The home does not employ agency staff and uses its own bank of staff to cover for holidays, sickness and training. The manager told us that there were no staff vacancies, staff turnover and sickness levels are relatively low. This means that residents are supported by staff who are consistent and established as well as knowing the residents well. We looked at the recruitment records for two members of staff who had started work in the home since the last inspection. The elements we looked at met regulatory Care Homes for Adults (18-65 years) Page 20 of 27 Evidence: standards with the exception of the induction programme. The induction programme was an in house model and although it covered the majority of core standards, it was not fully compliant with the Skills for Care criteria which is used in all care homes. We provided advice and guidance about this. Assurance was given to us by the manager that the situation would be looked into as soon as possible. On this basis, we have made a recommendation for improved practice about staff induction and not a statutory requirement. Please see the end of this report. Staff told us that they had good training opportunities and this was supported by the homes training programme and certificates of attendance. Staff we spoke with had a good understanding of residents assessed needs. We noted that the interaction between staff and residents during the day was enabling and supportive. In our discussions with residents about staff, nobody raised particular any issue of concern. One resident told us that they had spoken to the Community Psychiatric Nurse about a specific aspect of their care and indicated that they were confident that the nurse would deal with it. The home employs a relatively small group of staff of whom six staff have achieved NVQ level 3 and one member of staff was currently doing their NVQ level 2 training. Care Homes for Adults (18-65 years) Page 21 of 27 Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents live in a home where the day to day management is stable and effective. Evidence: The owner had managed the home for a number of years and provided stable and effective leadership. The manager had significant experience in managing various aspects of mental health care issues which were evident in individual residents care plans. The manager was able to demonstarte that they update and refresh their own training as and when necessary. Staff told us that they felt supported by the manager and liked the leadership. A random selection of safety and maintenance records were sampled and noted to be in good order. Current safe working and environmental risk assessments were in place. We saw a maintenance and repair book which ensures that things get noted and addressed as soon as possible. Within the office the homes polices and procedures were accessible to staff. Essex County Fire and Rescue Service undertook a satisfactory visit on 26th January Care Homes for Adults (18-65 years) Page 22 of 27 Evidence: 2009. There had been a satisfactory Food Hygiene and Food Standards inspection on 7th April 2008. We saw records to support that staff regularly check that the fire alarm systems were working effectively. The home safeguards and monitors residents personal allowances. The record format was in good order and receipts were available. Residents told us that they collect money daily from the office before they go out. Residents indicated that the process worked well for them and that they always had cash on us. We saw records to support that staff have regular meetings. Residents meetings are arranged by the residents themselves and minutes are taken by a resident. The resident who had taken the minutes told us that the task they liked doing it vey much. The home had an established quality assurance process in place. We saw that there had been a recent round of surveys ready for the next quality assurance report. The home had received six completed surveys from professionals, staff and families and nine from residents. We had a quick look through some of the comments in a selection of the surveys and noted a very positive feedback. Care Homes for Adults (18-65 years) Page 23 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Adults (18-65 years) Page 24 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 23 13 Staff must have access to current guidance about how to recognise and report any safeguarding adults from harm incidents. The information and detail expected and received from Southend Borough Council should be made known and available to all staff so that any incident will be dealt with appropriately and in accordance with current guidance. 24/07/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 22 The Commissions details on the complaints procedure should be amended so that anybody wishing to contact us has the correct address. The manager should seek advice and guidance about the Skills for Care core staff induction standards to ensure that all staff are inducted to the required specification. Page 25 of 27 2 34 Care Homes for Adults (18-65 years) Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Adults (18-65 years) Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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