Care Home: Claremont Lodge

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What the care home does well People living at the home told us that they were happy. Their comments included "its nice, warm and clean here", "I am happy here, no regrets" and "mother is well looked after here." The manager demonstrated that people`s needs were assessed prior to moving into the home to ensure Claremont Lodge had the facilities to meet their needs.Claremont LodgeDS0000072775.V375019.R01.S.docVersion 5.2We saw that staff supported people in positive manner that promoted their independence in a dignified way. People were able to chose if and when they wanted to get up, whether they attended activities and had a choice of meals to eat. The environment provided a clean, comfortable and pleasantly furnished environment for people to live. Staff had a good knowledge of people`s likes and dislikes. What has improved since the last inspection? This is the first inspection under the current ownership of the home. What the care home could do better: To ensure that people receive their medication when needed, they need to ensure that clear guidelines are available for when medication that is prescribed on an as and when required basis is to be given. To ensure that situations are dealt with appropriately, all incidents that occur between people living at the home must be reported under the Local Authority`s safeguarding vulnerable adult`s procedures. To ensure that all risk to individual`s health, safety and wellbeing are minimised policy and procedures relating to health and safety should be updated and available at all times to the staff team. Key inspection report CARE HOMES FOR OLDER PEOPLE Claremont Lodge Claremont Lodge 66 Claremont Road Salford Manchester M6 7GP Lead Inspector Adele Berriman Unannounced Inspection 23rd March 2009 09:30 DS0000072775.V375019.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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 older people 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. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 2 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 Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Claremont Lodge Address Claremont Lodge 66 Claremont Road Salford Manchester M6 7GP 0161 737 0864 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) dham.r@hotmail.com Claremont Lodge Care Limited Miss Denise Gavan Care Home 18 Category(ies) of Old age, not falling within any other category registration, with number (18) of places Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home only - Code PC To people of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of people who can be accommodated is: 18 Date of last inspection This is a newly registered service. Brief Description of the Service: Claremont Lodge is a privately owned care home for older people. It is a large detached property set in its own grounds. The home is situated in a residential area of Salford and is close to local amenities. The accommodation comprises of twelve single bedrooms and three double bedrooms. All bedrooms have a wash basin but there are no en-suite facilities. There are two lounges and a separate dining room. There are two assisted bathrooms. A passenger lift provides access between the ground and first floors of the accommodation. The cost of the service is £375.00 per week. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is two star. This means that people who use the service experience good quality outcomes. As part of this key inspection we carried out a visit to Claremont Lodge. We were accompanied by an expert by experience, a person employed by the Commission to take part in assessing the outcomes for people. The expert by experience spent time around the home, looking at the environment and talking to people, their comments and observations are included in this report. During the visit we looked at a selection of documents including care plans, staff files, written records and policies and procedures. In addition to speaking to the people who live at the home we also spoke to a visitor, the registered manager, staff and the proprietor. Prior to our visit the manager of the service completed an Annual Quality Assurance Assessment (AQAA). This self assessment document gave the service the opportunity to tell us what they do well, how they feel they can improve and their plans for improvement in the next 12 months. The document was well written and told us the information we asked for. Five people who live at Claremont Lodge completed a survey form to tell us their views on the home. The expert by experience impression of the home included “my overall impression of Claremont Lodge, is that it is a clean well run home with good nourishing food, the staff are friendly and caring and aware of individual’s needs.” What the service does well: People living at the home told us that they were happy. Their comments included “its nice, warm and clean here”, “I am happy here, no regrets” and “mother is well looked after here.” The manager demonstrated that people’s needs were assessed prior to moving into the home to ensure Claremont Lodge had the facilities to meet their needs. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 6 We saw that staff supported people in positive manner that promoted their independence in a dignified way. People were able to chose if and when they wanted to get up, whether they attended activities and had a choice of meals to eat. The environment provided a clean, comfortable and pleasantly furnished environment for people to live. Staff had a good knowledge of people’s likes and dislikes. 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. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3&6 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have their care needs assessed before they move into Claremont Lodge so they know their needs can be met. EVIDENCE: The manager told us that prior to a person moving into the home an assessment of their needs would take place. The purpose of the assessment was to ensure that Claremont Lodge had the facilities to meet their needs and wishes. They told us that the assessment would be carried out buy the manager or the proprietor of the home. Information gained during the assessment was recorded on a ‘daily living and needs assessment’ format. This document gave Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 9 the opportunity to record individual’s needs and wishes relating to personal care and their day to day life. We saw that a daily needs assessment that had been completed for a person who had recently moved into Claremont Lodge. Claremont Lodge does not provide intermediate care facilities. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9 & 10 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at Claremont Lodge have their needs met and their care is provided in a manner that protects their privacy and dignity. EVIDENCE: We saw that each person had an individual file that contained their personal information and care plan. The manager told us that they were in the process of updating people’s care plans and the format for recording information. We looked at three care plans during our visit and we saw that they gave the opportunity to record people’s day to day needs and wishes. We saw several records that contained detailed information. However, we saw that more detailed information was required in some records to fully demonstrate how people’s needs were to be met. For example, one care plan told us that the person needed support with bathing but there was no information recorded Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 11 about what actual support and needed with the task. To help ensure people’s needs are met, detailed information should be available that fully demonstrates what actual support is required in order to meet their needs. Risk assessments specific to individuals’ needs formed part of people’s care plans. We saw that these assessments considered the risk to people falling, nutrition, moving and handling and medication. Not all of the risk assessments we saw contained guidance on what action to take when the outcome of the assessment is reached. To ensure that risks to individuals’ are managed, guidance should be available at all times to assist staff with what action to take following the completion of a risk assessment. Records demonstrated that people had access to local health care professionals and people told us that they always receive the medical support they need. One person told us “I always get medication on time and GP would be called if I asked.” Throughout our visit we saw staff supporting people in positive manner that promoted their independence in a dignified manner. We saw that there were policies and procedures in place for the safe management of medication. However, the policies and procedures did not contain information about the administration of medication that was to administered on an as and when basis (PRN). Detailed information must be recorded as to when PRN medication should be offered to people and should demonstrate in detail people’s ability to request PRN medication. This information is needed to ensure that people have their medication when required. Medication Administration Records (MARs) were in use for staff to record the incoming medication and all of the medication that had been administered. We looked at a selection of these records and the majority had been completed appropriately. We saw that one resident had not received one of their medicines for two days. The manager told us that this was due to a mistake being made by the pharmacy. She told us that the issue had been rectified and had been assured by the pharmacy that the situation would not occur again. To promote people’s health and wellbeing individuals must gave access to their prescribed medication at all times. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14 & 15 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with activities and a variety of home cooked food, which they enjoy. EVIDENCE: People told us that there are usually activities arranged for them to take part in at the home. One person told us “I take part in all activities such as hat decoration, card making, bingo and sing a long with the church, I also get to go to church of my choice when possible.” Another person told us that they “enjoy bingo and singing.” We saw that the dining room was decorated with Easter bonnets that had been made by people living at Claremont Lodge. They told us that there were regular visits from the local clergy, hairdresser and chiropodist. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 13 We saw that people were able to make decision within their day to day life. For example, they told us that they were able to decide what time they got up and went to bed and where and what they had for their meals. Records demonstrated that an independent advocate had been made available to support a person who had recently moved into the home to support them with their decision making. The manager told us that this service was available to all residents if they needed it. Our expert by experience had the opportunity to spend time with some of the people living at the home and a visitor. They told us positive things about the service they require. These comments included “I am taken to the local church when I want to go” and “I am happy here, no regrets.” A relative told us “mother is well looked after here.” The manager told us that people are actively encouraged to keep in contact with their family and friends and visitors are welcome at anytime with facilities available for them to have a drink or a meal. Our expert by experience took the opportunity to have lunch with people. The food they had was well cooked and presented, hot food on hot plates and sufficient for their needs. They noted that the tables were set with cutlery, condiments and fresh flowers. People had a choice of where they had their meal, some people used the dining room and other people chose to eat in one of the two lounges. The menu for the day was displayed in the dining room. People were given choice of a cooked breakfast, toast and cereal on a daily basis. A choice of two cooked meals with desert was available at lunchtime and a lighter meal served at teatime. Drinks and snacks are served mid morning, afternoon and at suppertime. People told us that they always liked the meals at the home. One person told us “everything is fine” and another person commented “the meals are ample.” Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Systems in place for the reporting of safeguarding issues were not always adhered to. EVIDENCE: The homes complaints procedure was available around the building. Information about the procedure was also contained in the homes Statement of Purpose. A book was available to record complaints in. It gave the opportunity to record who the complaint was from, who it was to, the action plan for investigating and future plan. It did not give the opportunity to record the outcome of the complaint investigation. To ensure that information is available for the monitoring of complaints a record of the outcome of complaints should be maintained. People told us that they knew who to speak to if they were not happy, although not all of the people living at Claremont Lodge were aware of the complaints procedure. To help people to remain aware of how to make a complaint, people should be reminded of the procedure on a regular basis. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 15 They told us that they had received two complaints, both of which were resolved within 28 days. We saw that they had a copy of Salford Social Services safeguarding procedures. However, the procedures did not contain the most up to date information. We discussed this with the manager who, during the inspection contacted Salford Social Services Safeguarding Unit and arranged for one of their representatives to visit Claremont Lodge to offer up to date advice around protecting vulnerable people. We read in their records about an incident that had occurred between two people living at the home. We discussed the incident with the manager and it appeared that the situation had been managed appropriately by the staff team, however, they told us that the situation had not been referred to Salford Social Services under their safeguarding procedures. It is essential that all safeguarding incidents are reported to ensure that actions can be taken to minimise the risk from harm to people. Claremont Lodge DS0000072775.V375019.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A clean, pleasant and comfortable environment is provided for people. EVIDENCE: The building is set in its own maintained grounds within a residential area of Salford. Outside seating areas were seen at the front and back of the property. We looked at several areas of the building. There were two spacious lounges and a dining room which were all well decorated and furnished to meet the needs of the people living at the home. We looked at several bedrooms, all of which had been personalised with individual’s personal effects. One person told us “I have some of my own furniture in my room.” Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 17 We saw that not all bedrooms were easy to identify. To aid individual’s orientation, bedroom doors should have some form of identification to assist people with identifying their rooms. We saw that a toilet door had no lock. To maintain people’s privacy, all bathroom and toilet doors should be fitted with an appropriate locking device. We saw that the home was clean and tidy. People told us that the home was always fresh and clean, their comments included “everything is as it should be”, “always nice” and “it is nice, warm and clean here.” Claremont Lodge DS0000072775.V375019.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 & 30 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at Claremont Lodge are supported by a team of staff who know them well. EVIDENCE: There were two carers, a senior carer, the manager and a cook on duty to meet the needs of the 18 people in residence. We saw that staff were friendly, caring and aware of individuals’ needs and we observed staff carrying out their role in a positive respectful manner. Most people told us that staff listen and act on what they say. They told us that they had a clear procedure for when new staff are recruited. The files of the two most recently recruited staff were seen. We saw that they contained the most of the information required. One file however, only contained one written reference and neither file contained a photograph of the staff member. To ensure that only people suitable for the role are employed the service should demonstrate that appropriate references have been sought about the person. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 19 We saw a staff training programme for 2009. The programme contained little information however it demonstrated that three staff were booked on a health and safety course for March 2009. The programme also demonstrated that within the last year staff had undertaken training in medication and infection control. They told us that training had been arranged for the manager on the subject of Deprivation of Liberty and that staff would be given information leaflets on this subject for awareness. To ensure that all staff receive the awareness and the training that they need to carry out their role the service should carry out an audit of all training needed within the team and make appropriate arrangements for the training to take place. A detailed record of all training undertaken should be maintained at all times to demonstrate what learning staff have undertaken. Claremont Lodge DS0000072775.V375019.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35 & 38 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Claremont Lodge is managed so that it is run in the best interests of the people who live there. EVIDENCE: The registered manager of the home has several years experience in working in social care and holds an NVQ level 4 qualification and the Registered Manager’s Award. The manager gets in touch with the Commission when she thinks she had information that we need to know. During the visit the she demonstrated a good awareness of the needs and wishes of the people who live at Claremont Lodge. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 21 We saw that the current management arrangements demonstrated that the manager carried out personal care duties on a regular basis. A regular review of the managers role should take place to ensure that adequate time is always available to carry out their managerial duties. In January 2009 the manager completed an Annual Quality Assurance Assessment (AQAA). The document gave the service the opportunity to tell us what they did well, what they could do better and their plans for improvement in the next 12 months. The document was well written and told us the information we asked for. The manager told us that they had sent survey forms out to ascertain the views of people about the service. The provider told us that they were still awaiting the return of some surveys, however, the feedback they had received had been positive. The told us that they were in the process of arranging for a suggestion box to be installed for people to post their comments and suggestions about the service. Procedures were in place for the safe storage of monies with records being maintained of all transactions. Information provided by the manager demonstrated that regular checks of appliances were taking place, these checks included the weekly testing of the hot water temperatures and fire detection equipment. We saw that several policies and procedures were in place for to protect the health, safety and wellbeing of all. The provider told us that he was in the process of reviewing and updating all policies and procedures relating to health and safety to ensure that they were relevant to the service and contained up to date information. Claremont Lodge DS0000072775.V375019.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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 2 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Claremont Lodge DS0000072775.V375019.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. 1. Standard OP9 Regulation 13 Requirement Ton ensure that people receive their as and when (PRN) medication when required, full written information about signs and indicators relating to when it us appropriate to administer the medication should be available. To ensure that people are protected and that local safeguarding policies and adhered to all incidents that cause harm to people should be reported to Salford Social Services under their joint agency safeguarding procedures. Timescale for action 01/06/09 2. OP18 13 01/06/09 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP16 OP18 Good Practice Recommendations The complaints record should include the opportunity to record the outcomes of complaints. So that safeguarding issues are recognised and reported DS0000072775.V375019.R01.S.doc Version 5.2 Page 24 Claremont Lodge 3. 4. 5. OP21 OP29 OP30 6. OP31 appropriately all staff should receive awareness training on local joint agency safeguarding procedures. To promote people’s privacy all toilet doors should have a privacy lock available. To minimise the risk of people not suitable for the caring role being employed, two written references should be sought for all new employees. To ensure that staff receive training relevant to their role am evaluation of all training undertaken in the past and planned for the future should take place. A detailed record of all training undertaken by the staff team should be maintained. A regular review of the managers role should take place to ensure that time is available for them to complete all their managerial duties. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 25 Care Quality Commission North West Region Citygate Gallowgate Newcastle upon Tyne NE1 4PA National Enquiry Line: 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. 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. Claremont Lodge DS0000072775.V375019.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!