Care Home: Bramhall

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What the care home does well Bramhall is a family business with the owners actively and fully involved in the day-to-day running and maintenance of the home. The manager is always either present or easily contactable. People are cared for in a kind, friendly and dignified manner. The home was comfortable, homely and clean, and there was a relaxed, happy atmosphere among both the staff and the people who live at the home. People have access to attractive and well-manicured gardens, which they enjoy sitting in. There is a comprehensive training programme, to ensure that staff know how to safely care for and support people living in the home. What has improved since the last inspection? The decorative maintenance has continued and is now up-to-date. Some carpets and furniture have been replaced. All staff have achieved, or are working towards, nationally recognised qualifications. New staff are started on this course soon after their induction is complete, to give them a working knowledge and experience to give safe and appropriate care to the people living at the home. CARE HOMES FOR OLDER PEOPLE Bramhall Butts Lane Tattershall Lincs LN4 4NL Lead Inspector Vanessa Gent Unannounced Inspection 23rd July 2008 11:45 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 Bramhall DS0000002332.V368806.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. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Bramhall Address Butts Lane Tattershall Lincs LN4 4NL 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) 01526 342632 01526 342163 bonnie@bramhallcare.co.uk www.bramhallcare.co.uk Mr Garry Mercer Miss Bonnie Mercer, Mrs June Rosetta Mercer, Mr Reginald George Mercer Miss Bonnie Mercer Care Home 23 Category(ies) of Old age, not falling within any other category registration, with number (23) of places Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. 3. The home is registered to provide personal care for service users of both sexes whose primary needs fall within the following category: Old age, not falling within any other category (OP) up to 23. The category of OP applies to service users who are over 65 years of age. The maximum number of service users to be accommodated is 23. Date of last inspection 2nd August 2006 Brief Description of the Service: Bramhall Care Home is a family-managed business, registered to provide personal care for up to twenty-three people of both sexes over 65 years of age. The home also provides day care for up to two people every week. The owners of the home are actively involved in the running of the home. The home is situated between the villages of Tattershall and Coningsby, within walking distance of the local shops of both villages. The home is close to churches, a chapel, a school and other community facilities including a luncheon club. Both villages are served by a bus service, which links the towns of Boston, Sleaford and Horncastle. It was originally a large family residence; purpose-built single storey extensions have been added. All the bedrooms are single rooms, on the ground and upper floors, upstairs being served by a stair lift. Four of the bedrooms are ensuite. Communally, there are two lounges, one dining room, four bathrooms, three with specialist lifting equipment, one shower-wetroom and seven toilets. There is ‘plenty of storage space’. The home is set in approximately one acre of well-manicured, mature gardens. There is limited car parking space at the side of the home plus off road parking. The fees range from £392 to £406 per week. Residents pay for their own hairdressing and chiropody charges, personal newspapers and magazines. Information about these costs as well as the day-to-day operation of the home can be found in the home’s statement of purpose and service user guide. These documents and a copy of the last inspection report are available to people who live there and those interested in coming to live at the home. Bramhall’s philosophy of care is “based on the belief that you are entitled to be Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 5 treated as an individual”. On the day of the inspection visit, twenty people were living at the home. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 6 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. An unannounced visit was made to the home as part of a key inspection. It started at 11.45 and lasted 5½ hours. Information that we hold about the service was used to plan the visit and produce this report. The main method of inspection used is called ‘case-tracking’. This involves choosing a proportion of residents, and tracking the care they receive through the checking of records, discussion with them, the care staff, any visitors or healthcare professionals and observation of care practices. Our visit to the home focused on whether key standards have been met and to check on how people feel about the service provided. The care received by three people was followed in detail to ensure their health, safety and welfare needs were fully met and that they were supported to maintain their dignity, independence and to make their own choices as they wished. We spoke with three staff members on duty, some visitors, a healthcare professional and more than half of the twenty residents, including those being case-tracked. People spoke about their experience of living at the home. Their personal records, general house records and staff records were looked at and the way care was given to the people was observed. All at the home were positive about the level and quality of care given. They all spoke enthusiastically about the “wonderful staff and lovely home owners”. Any comments we received will be mentioned in the main body of this report. We saw most areas of the home, sampled some of the main meal and looked at records in the home. The manager was present throughout this inspection. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 7 What the service does well: 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. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 8 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 Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 9 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): 1, 3 [standard 6 N/A]. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Enough information is available to help people choose where to live. The assessment processes in place ensure that the care team can meet each new person’s individual needs. EVIDENCE: During our visit to the home the manager showed us that there is a detailed statement of purpose and service user guide available, which gives people information about the home. It was confirmed that this is updated regularly so that people who are interested in coming to live at the home have an insight into what is offered. We saw that a copy of the statement of purpose is kept attached to the inside of each person’s room door for easy access. It is also readily available for people who visit the home. This information, alongside being able to visit the Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 10 home and see how it operates, can help people make an informed choice about coming to live at the home. Visitors told us they were given plenty of information, shown all around the home, and made to feel very welcome. They said they were encouraged to speak with others who already lived there and to sample some of the activities, to give them a ‘flavour’ of what to expect at the home. Before people move into the home, the manager or a senior staff member visits them to assess their needs, to make sure they can be cared for in the way they want and need. The care plans we looked at had completed assessment forms in to confirm this. One person we spoke with said they were able to ask any questions and state what their personal needs were before they made a decision to move into the home. The manager confirmed that the care team does not provide an intermediate care service at the home. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 11 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. People’s personal and health needs are supported by staff who understand their needs and preferences. The medication practices in place help to keep people safe and well cared for. People are treated as individuals, with dignity, and respected by staff and the manager. EVIDENCE: The last inspection report for the home told us that the care planning system used to record people’s health, welfare and social needs and wishes was comprehensive enough to inform staff how to care for them in the manner they needed and wanted. During our visit we spent time looking at the care plans for three people who live in the home. We saw that they provided information about meeting the residents’ needs and wishes. The care plans were well set out in sections, easy to read and the instructions clear and easy to follow. The care plans showed that where possible, people were involved in their own care planning and people we spoke with confirmed this. They said they were happy with the care provided; someone said, “It is just what we want”. We Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 12 saw one example in the records available that clearly showed how the staff team had acted to support a person who was unwell, the personal care given was clearly described and tracked through various well-kept charts, which were up-to-date. A healthcare person told us they visited very regularly. They had never had any negative experiences with the staff or manager. They told us that staff follow all the recommended treatments through in order to support people with their needs, that there had been no concerns with the home and that staff informed and consulted with them without delay when people were poorly. They said it was an advantage for people that most of the staff had “been around for a long while”. This had helped staff to get to know each person and their needs well. The manager told us that the people who live at the home need support in order to take their medicines safely. The medication practices we looked at were well organised. Staff told us, and their records confirmed, they are trained to give the medicines out safely. There was a photograph of each individual at the front of their individual medicine record sheets so that staff could easily recognise who the information was about. The supplying pharmacy checks the medication practices regularly. The last pharmacy report said that everything was in order. People told us that staff treat them with dignity and respect their privacy. Visitors told us, “The staff are very nice; there is a lovely atmosphere here. We couldn’t wish for anything better”. People also told us, “the staff are very good, very caring” “it’s comfortable here”. One person said, “I looked at many [care homes] but there’s only one I would trust for my relative to live in – that’s here”. During our visit we saw that people were treated with dignity and respect. The staff were jovial, friendly and responsive to each individual in the different situations we observed and we saw that this helped people to feel relaxed and happy. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 13 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. People are able to make choices in all aspects of their lives in the home wherever possible. A balanced, nutritious and varied diet is offered and enjoyed by the people who live at the home. EVIDENCE: During our visit to the home we saw that an activity organiser works every afternoon and for the latter part of most mornings so that people are able to take a full part in regular activities and are occupied in ways that they choose to be. The activity organiser and staff showed how they kept clear, descriptive records of the activities that people engaged in. People told us that they have their own meetings where they decide what activities they want and what food they want on their menu. We were told, and saw for ourselves, that quite a few people join in the activities together but that each person’s preferences are taken into consideration for what is provided. We saw staff encourage people to be as independent as possible whilst sensitively supporting them to take part in individual activities safely and to their satisfaction. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 14 During our visit, we observed people moving around freely and with support, and taking part in individual or group activities as they chose. The afternoon group activity took place in a shady patio area of the garden and was enjoyed by almost half of the residents, the remainder preferring to follow their own activities. Visitors told us they are always made very welcome. When asked if the staff met the needs of the residents, they said, “Yes, definitely!” Residents and visitors told us that staff took time to as what they wanted and helped them to make everyday decisions individually. We saw staff consulting with people in different situations to find out what choices they wished to make. We looked at meal plans and were told, by the manager and individuals themselves, that people had a say in what they would like on the menu. Their likes, dislikes and how they were able to manage their food was recorded in their care plans and in the kitchen. Although only one main meal is regularly prepared, people told us the chef talks every day with all of the people who live at Bramhall to ask if they would prefer something different from the main menu. In this way, the cook ensures that they meet the range of people’s needs and choices and everyone eats what they want each day. One visitor said, “The food always smells nice and looks good”. All the food is freshly prepared and three varieties of fresh vegetables are provided with each lunchtime meal. The puddings are all homemade, as are the main courses. This was seen and confirmed by us at the mealtime observed. One person said, “the food’s delicious; there’s always more than enough.” Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 15 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 good. This judgement has been made using available evidence including a visit to this service. People are protected, supported safely and with consideration by well-trained, considerate staff and a conscientious, well-respected manager. EVIDENCE: The last inspection report told us how the home takes the issue of addressing complaints, and ensuring that residents are safe, very seriously. Residents and visitors told us that they would always talk with the manager or staff if they had any concerns. One visitor assured us that they have never had any reason to complain, especially about the care given. They said, “There’s a lovely atmosphere”. People using the service also told us that they would always know who to go to with a complaint but that they never had any and were very happy in the home. The manager showed us she has systems in place for recording and responding to concerns or complaints. She was in the process of handling a complaint she had received. She showed us how she was dealing with it by clear, precise documentation and responding appropriately and within the right time scale. Staff said, and their training records showed, that they are well trained in knowing how to protect people. Staff members told us about how they support people to keep them safe, how they would report any concerns. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 16 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, 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People living in the home are comfortable, and protected by a clean, safe environment and hygienic measures in place. EVIDENCE: People told us that their rooms are decorated as they want. The bedrooms we looked at were personalised, clean and homely. The carpets in the corridors and lounge, which had been fitted just before the last inspection, still looked fresh and new. A visitor confirmed that the communal areas and the person’s own bedroom were always spotlessly clean, tidy and fresh. The home has a large, pleasant, well-tended garden where residents and their families can sit in good weather. We saw people using this facility during our Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 17 inspection visit, with people in wheelchairs being assisted gently down the ramps into the garden. The last Environmental Health Officer’s report in February 2008 was positive in its feedback. There were no issues to address. The last fire safety check was done in November 2007. No requirements were made by the Fire Officer. Staff told us that as soon as people use their towels, they are laundered and replaced with clean ones, and that this supports people in a sensitive way to ensure hygiene standards and dignity are maintained at all times. Records showed that checks were kept by the maintenance person, who is also one of the directors of the business, to ensure hygiene is safely maintained in the home. The manager keeps a twelve-month business plan for maintenance and ongoing improvement of the premises. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 18 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): 27, 28, 29, 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People are cared for by enough staff on duty, and a team who have been recruited and trained appropriately and have the time, knowledge and skill to fulfil their roles. EVIDENCE: People told us they felt comfortable with the staff team, and were complimentary about the care they provide. We also received very positive comments about the staff at the home from relatives and healthcare professionals. People told us, “I love them all”, “They come straight away if we need them”, “They take our wishes into consideration; we do what we want, they always fit in with us.” “They’re wonderful. Like angels to us.” “We’re very comfortable here. What a difference it’s been, coming here from [another care] home!” Relatives provided comments. “All the staff are very nice. There’s a lovely atmosphere.” “There’s always plenty of staff around and they’re so friendly and welcoming and willing to do things for the residents and us.” A health care professional told us, “We have no major concerns; most of the staff have been around for a long time. That’s helpful to the residents’ wellbeing.” Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 19 When asked if staff were always available when needed, all said yes without hesitation. The staff duty rota showed there are enough care staff members, as well as, during the daytime, the manager, housekeepers, a cook and an activity organiser to support the twenty people who currently live at the home. Staff members commented, “We are a close team. We work together very well; more like a family. It’s the best home I’ve worked in. I love coming to work. We are really well supported by the manager.” The records of a new member to the staff team showed that they had been recruited and employed after the required checks had been made to ensure the safe care of the residents. They told us that their induction was very thorough. The manager told us that even after a lengthy induction period, support and training is ongoing throughout their working lives at the home. Staff told us that they feel they have plenty of training. The training certificates in staff records and the training matrix chart on the office wall confirmed this. The manager told us that all of the care and catering staff have or are working towards nationally-recognised qualifications. People we spoke with told us they felt that staff are aware of and respect diversity. “We have several church people come to visit us regularly and we are taken to church services if we want to go”. We were told about an overseas person who had lived at the home. The manager and staff had gone out of their way to make provision of culturally sensitive activities and items, even learning some words and phrases in their language, to help the person feel at home. Staff told us that staff meetings are held regularly, they each could speak up and their opinions were asked for by the manager, which helped to make them feel valued. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 20 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, 35, 38. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The manager and staff are an enthusiastic, supportive team that keep the environment homely and ensure people are supported to make choices and decisions about their lives in a safe and supportive way. EVIDENCE: The manager has worked with her family in the care home for many years, with much experience in the care of older people and management of a care home. She has achieved her registered manager’s award and other qualifications and is keen to continue her ‘education’ further. Everyone we talked with spoke very highly of her. A relative told us, “I visit regularly. The manager is pleasant, knowledgeable and is always available at all times. She is excellent.” Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 21 The manager said, and people confirmed, “she has an ‘open door’ for communication between her and people involved in the home.” A resident said of the manager, “Nothing is too much trouble for her and she knows all about us and our needs.” We observed a friendly and happy rapport between people and staff on duty during the inspection visit. A visitor told us they have meetings where they can discuss things with staff and the manager. She said that the manager greeted them every time they visited and always made sure they were updated on any events or issues that had occurred since the previous visit. The manager showed us how she has distributed questionnaires to find out what people think of the service, in order to monitor and take action to continue improving the services provided. She showed us the outcomes of the survey, which were mainly positive and how she intends to respond to any ideas put forward by people for developing the service further and in the way people want it to be. Some people who live at the home need support to manage their finances. The home’s administrator showed us clear records and receipts to show how she manages and safeguards the residents’ personal allowances; the documents we saw were all in order. The manager confirmed that staff have formal, one-to-one meetings with her at least twice a year; however, these have not been as often as she would like. Staff told us they have met with the manager on a one-to-one basis. Although they acknowledge these have not been very often, they say that the manager is always available, has an ‘open door’ and always listens to what they want to say. All staff said they chat freely with the manager on a daily basis whilst at work. They all agreed that they felt very supported by the manager and the owners of the home. There were comprehensive health and safety policies and records in place. These were seen to have been updated annually, or as necessary, by the manager. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 22 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for 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 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X 3 3 X 3 Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? No 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. Standard Regulation Requirement Timescale for action 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 Refer to Standard OP36 Good Practice Recommendations It is recommended that staff have formal, recorded oneto-one supervision meetings at least six times a year. This will enable the manager to monitor and respond more effectively to the development needs of the staff team. Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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 Bramhall DS0000002332.V368806.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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