Care Home: Courtlands

Similar services:

• Fairfields Country Rest Home
• Poldhu
• Queensmount
• Trevaylor Manor
• Didsbury Court Rest Home
• Stallcombe House
• Belma
• Hunters Care Centre

What the care home does well The registered providers are involved in the day-to-day running of their two care homes and take a `hands-on` role as needed. They interact very well with the residents and the home has a happy, family atmosphere. There is a stable and committed staff team that provides continuity of care for the people that live there. The residents, and visiting relatives, were very positive about Courtlands, the staff, and the registered providers. There were no negative comments and the residents said that they would feel able to express any concerns should they have any. A Statement Of Purpose and Service Users guide informs prospective and current residents of the facilities and services. Each resident admitted to the care home is provided with a contract or terms and conditions of residency. Staff undertake an assessment plus gain the views and opinions of any specialist workers involved with prospective admissions. From this an individual plan of care that summarises the person`s needs is implemented. The care plan forms the basis of the care and support provided. The plans are regularly reviewed to make sure the person`s needs are met at all times. Good arrangements are in place to meet individual`s health needs and medical services are promptly accessed when required. Staff have been suitably trained in the administration of medication. People who use the service are able to decide the pattern of every day living and therefore the providers have a flexible approach to the care and support provided. Flexible visiting arrangements are in place and people who use the service decide where they meet with their visitors. People who use the service were positive about the varied and nutritional menu that reflects their preferences and choices. The kitchen is suitably equipped and good standards of cleanliness are maintained. The environment is homely, clean, and comfortable. The recruitment, selection and vetting arrangements are robust to ensure that good arrangements are in place that safeguard residents. What has improved since the last inspection? The registered providers have completed significant building work since the last inspection to improve the environment. There is a new laundry room, kitchen, and sluice room. The home has addressed the recommendations made at the previous inspection. What the care home could do better: The registered providers could do more to ensure the daily records better reflect the lifestyle of the residents and that the activities were offered/available to all (even if the offer was declined). The registered providers should ensure that the home`s policies and procedures are reviewed and updated as necessary. The home will benefit from the leadership and direction afforded by a registered manager. CARE HOMES FOR OLDER PEOPLE Courtlands Rosudgeon Penzance Cornwall TR20 9PN Lead Inspector Alan Pitts Unannounced Inspection 6th March 2009 10:00 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 Courtlands DS0000009010.V374236.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. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Courtlands Address Rosudgeon Penzance Cornwall TR20 9PN 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) 01736 710476 01736 711141 mark@courtlandscarehome.com Mr Mark Fairhurst Mrs Gillian Fairhurst Manager post vacant Care Home 37 Category(ies) of Dementia - over 65 years of age (12), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (12), Old age, not falling within any other category (37) Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Service users to include one named person only under the age of 65 Date of last inspection 6th March 2007 Brief Description of the Service: Courtlands is a care home providing accommodation and personal care for up to 37 older people, including up to 12 residents with dementia and a further 12 with mental illness. The registered providers are Mr Mark Fairhurst and Mrs Gillian Fairhurst. Mr and Mrs Fairhurst are closely involved in the day-to-day management and administration of the home. The home is situated in the village of Rosudgeon, between the towns of Penzance and Helston. It is a large detached property standing in its own grounds that has undergone major rebuilding since the last inspection. Although registered for up to 37 older people, the home operates at a full occupancy of 34 (max 35). Most of the bedrooms are single and several have en suite facilities. There are three double bedrooms, all with en suite facilities. The home has two floors; the upper floor is accessed by a new shaft lift. The entrance provides suitable access for people with disabilities. The main corridors are wide and provide easy access. There are two lounges and a dining room on the ground floor and a further lounge on the upper floor. The grounds are spacious and well maintained. The home has suitable office space and facilities for staff to store their personal belongings. The fees as given at February 2009 were from 308 to 520 pounds per week. Courtlands DS0000009010.V374236.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 2 star. This means the people who use this service experience good quality outcomes. The unannounced inspection took place over approximately 7 hours on 17th February 2009. The inspector spoke with the registered providers, service users, staff, and visiting relatives, toured the premises, and inspected documentation. Courtlands is an established home with an established staff team, and the benefits to the residents are evident in the individual attention provided. The home can only improve and progress with the appointment of a suitable registered manager. What the service does well: The registered providers are involved in the day-to-day running of their two care homes and take a hands-on role as needed. They interact very well with the residents and the home has a happy, family atmosphere. There is a stable and committed staff team that provides continuity of care for the people that live there. The residents, and visiting relatives, were very positive about Courtlands, the staff, and the registered providers. There were no negative comments and the residents said that they would feel able to express any concerns should they have any. A Statement Of Purpose and Service Users guide informs prospective and current residents of the facilities and services. Each resident admitted to the care home is provided with a contract or terms and conditions of residency. Staff undertake an assessment plus gain the views and opinions of any specialist workers involved with prospective admissions. From this an individual plan of care that summarises the person’s needs is implemented. The care plan forms the basis of the care and support provided. The plans are regularly reviewed to make sure the person’s needs are met at all times. Good arrangements are in place to meet individual’s health needs and medical services are promptly accessed when required. Staff have been suitably trained in the administration of medication. People who use the service are able to decide the pattern of every day living and therefore the providers have a flexible approach to the care and support provided. Flexible visiting arrangements are in place and people who use the service decide where they meet with their visitors. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 6 People who use the service were positive about the varied and nutritional menu that reflects their preferences and choices. The kitchen is suitably equipped and good standards of cleanliness are maintained. The environment is homely, clean, and comfortable. The recruitment, selection and vetting arrangements are robust to ensure that good arrangements are in place that safeguard residents. 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. Courtlands DS0000009010.V374236.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 Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The registered providers are proactive in ensuring the residents are well informed. Prospective residents may visit the home prior to making a decision about admission. The home does not offer intermediate care. EVIDENCE: The inspector examined care documentation and spoke with the registered providers and staff. Many of the residents at Courtlands have lived there for some years now. The home has a Statement of Purpose and Service User Guide, which are provided to all the residents. Discussion took place with the registered providers about developing the homes capacity to provide alternative formats (e.g. video/audio). Each resident admitted to the care home is provided with a contract or terms and conditions of residency. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 9 The care notes of the person most recently admitted to Courtlands showed that a full and proper assessment had been undertaken prior to admission. Prospective residents have an opportunity to visit the home, and the home works closely with families and other agencies to ensure that all parties are happy with the placement. Admissions to the home only take place if the assessment indicates staff have the skills, ability and qualifications to meet the assessed needs of the prospective resident. The home offers a day care service to potential residents, which offers a more satisfying transition period from their own home to Courtlands. The home does not offer intermediate care. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The care plans are informative and comprehensive. Medicines are handled and administered safely. The registered providers and staff maintain a close relationship with the residents to ensure that their care needs are met, and their wishes known. EVIDENCE: The inspector spoke with the registered providers, residents, and staff, and inspected the care documentation. Each resident has in place a care plan, which identifies care needs and how these are being met. The care plan identifies all religious, cultural and social needs with information included on dietary needs and requirements. Mental health assessments are in place and a general risk assessment is also in place. Evidence is in place of monthly reviews taking place, and, where possible, resident involvement in this process is clearly recorded. Feedback and involvement is a continuous ongoing process, staff spend time with individual residents to ensure they understand decisions and actions. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 11 The care plans identify the health care needs of the residents with evidence of health care professional involvement for example chiropody and optician visits. The residents are regularly weighed. Care documentation is written in clear language. Each care plan includes a risk assessment. Management of risk takes into account the needs of residents balanced with their aspirations for independence and choice. Good arrangements are in place to meet individuals health needs and medical services are promptly accessed when required. Comments received from the people that live there, and visiting relatives, on the standard of care delivery at the home were very positive. All said that the registered providers and staff could do no more. There were no concerns expressed. Appointments are seen as important and there are systems in place to make sure residents are reminded and appointments are not missed. Records show that the home arranges for health professionals to visit frail residents in the home and provides facilities to carry out treatment. The registered providers and staff maintain good relations with local GP surgeries. The storage of medication is secure. The home uses a monitored dosage system. The Medicine Administration Records were inspected and seen to be in order. A medicine policy is in place. Staff undertake appropriate training in the safe handling of medicines. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents were seen to receive visitors and the visitors book shows they often do so, and that they are free to determine their own lifestyle. The residents were complimentary about the quality of the food provided. All were positive in their comments about life at Courtlands. EVIDENCE: Visitors are encouraged into the home and visitors were observed at the home during the course of the inspection. Visitors are free to visit without restriction. Residents are able to keep in contact with family and friends living in the community. Residents can choose to entertain visitors in their own rooms or perhaps in the lounge or garden areas. Routines are very flexible and residents can make choices in major areas of their life. There is an activities coordinator and the activities plan shows there is something arranged almost daily. The records resulting from the social activities are good, but more could be done to show that the activities were offered/available to all (even if the offer was declined). Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 13 Residents are encouraged to be responsible for their own money for as long as they wish, and are able to maintain their independence, for example, collecting their own pension, paying for shopping and managing their own bank accounts. Observation of the interaction between the residents and the staff (including the registered providers) was very positive and contributes to the very pleasant environment at the home. Residents and staff confirmed that the registered providers are approachable and pleasant, and that they would feel able to voice any concerns if they had any. Residents were seen to have personal possessions, and are free to determine their own lifestyle. The residents have confidence in the registered provider and staff. Dietary needs, and likes and dislikes, are included in the residents care plans. Records are maintained of the food provided. Residents were complimentary about the standard of cooking at the home. Meals are prepared in a modern kitchen. The cook in the home is qualified and an important member of the care team. Mealtimes are relaxed, and staff were seen to be patient and helpful, allowing residents the time they needed to finish their meal comfortably. The menu offers an alternative meal and residents are asked the day before for their choice. On the day of the inspection a hot pudding was seen to be served at the same time as the hot main meal, which could mean that the pudding is cold by the time the residents eats it. This was discussed with the registered providers at the time of the inspection. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Residents confirmed that they are treated with respect and that their rights are protected. The registered providers and staff are proactive in ensuring the welfare of the residents. EVIDENCE: Residents confirmed that the staff and the registered providers are respectful and that their rights are protected. The complaints policy is displayed for all to see, and is included in the homes Service User Guide, which is provided to each resident. The complaints policy needs to be updated. The registered providers have hands-on contact with the residents and are receptive to any problems that may arise. The home treats complaints seriously, and the three received since the last inspection have been properly investigated and resolved with appropriate records kept. The home has an abuse policy, a whistle blowing policy, and relevant training is being provided. There is relevant guidance available in the home. The safeguarding procedure seen was dated 2005, and should be updated (including relevant contact information). The registered providers are fully aware of the local multi-agency safeguarding guidelines. The home adheres to a robust employment procedure. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Courtlands is a very comfortable, very well maintained property providing safe and pleasant accommodation and communal facilities for the residents. EVIDENCE: Courtlands is a very well maintained home externally and internally. Improvements are ongoing. It is a large detached property standing in its own grounds that has undergone major rebuilding since the last inspection. Although registered for up to 37 older people, the home operates at a full occupancy of 34 (max 35). Most of the bedrooms are single and several have en suite facilities. There are three double bedrooms, all with en suite facilities. The home has two floors; the upper floor is accessed by a new shaft lift. The entrance provides suitable access for people with disabilities. The main corridors are wide and provide easy access. There are two lounges and a dining room on the ground floor and a further lounge on the upper floor. The Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 16 grounds are spacious and well maintained. The home has suitable office space and facilities for staff to store their personal belongings. The registered providers liaise with other health care agencies to ensure the provision of specialist equipment according to the individual needs of the residents. Residents bedrooms are comfortable, furnished and decorated to a high standard, and are personalised to varying degrees to reflect the individuality of the resident. The laundry provision is orderly and well equipped with two industrial washing machines and dryers. The laundry would benefit from active ventilation. The stainless steel kitchen is modern, and well equipped. The home was seen to be clean, pleasant, and free from undue odours. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Staff training is ongoing to ensure that the staff have the skills to care for the residents. The homes working practices, staff numbers and skill mix protect residents. EVIDENCE: There are 24 care staff employed, not including other staff such as kitchen and housekeeping staff. Approximately 63 of the care staff have achieved NVQ Level 2 or above. All staff are offered opportunities to undertake training including, for example, 1st Aid and manual handling. Certificates and records of training are kept in staff personnel files. Staffing levels are consistent, and the care documentation indicate that these are sufficient to meet the needs of the people that live there. In general there are 6 care staff between 7am and 4pm; 4 care staff between 4pm and 9pm; and 3 care staff between 8.45pm and 7.45am. These numbers do not include other staff, such as kitchen and housekeeping staff. There are regular staff meetings. We were shown a staff training matrix that provides an at a glance summary of staff training achievements and needs. The current (acting) manager said Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 18 she is looking forward to her new role as training coordinator, commencing once a registered manager is appointed. Training is generally satisfactory and ongoing, but will benefit from the attention and monitoring afforded by the appointment of a registered manager. The personnel files of two staff were inspected, one the most recent addition to the staff team. The records demonstrated compliance with a robust employment procedure. The residents benefit from a stable and established staff group who know the residents well. The registered providers advised the inspector that all the staff have received a General Social Care Council handbook. The home uses a National Training Organisation compliant induction programme for new staff. The staff spoken to were complimentary of the home and the registered providers, saying they enjoyed working there and that the providers were pleasant and approachable. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Courtlands has actively involved registered providers who ensures that good standards are maintained by means of working practices and close liaison with the residents. There is no registered manager at present. EVIDENCE: Mrs Fairhurst has achieved the registered managers award and NVQ Level 5 in management and is responsible for human resources. Mr Fairhurst undertakes buildings and equipment maintenance responsibilities at the home. The registered providers also own another home in Cornwall. There is no registered manager at Courtlands and this position has been vacant since mid 2007. The registered providers have appointed potential managers in the intervening Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 20 period, but this has not worked out. We were advised that a new manager will be commencing employment in the next few weeks. Quality Assurance systems were not inspected at this time. All but two of the residents take responsibility for their own financial affairs (or their relative/representative). Consequently, the registered providers have financial responsibilities on behalf of two residents. There are appropriate and accurate records maintained. Small amounts of money may be held for residents and the records are supported by signatures and receipts. Staff supervision is not taking place, though there was evidence seen of annual appraisals being carried out. The home has a policies and procedures folder, which is readily available to staff. The registered providers need to review and amended these. The registered provider maintains current invoices and records to show ongoing maintenance and safety checks. The insurance cover in place ensures that the home is well able to fully meet any loss or legal liabilities. There is strong evidence that the ethos of the home is open and transparent with the views of both staff and residents listened to, and valued. Without exception, the residents spoken with were highly complimentary about the registered provider and staff. The registered provider maintains good lines of communication with other relevant agencies, including the Commission for Social Care Inspection. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 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 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 4 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X X 3 3 2 3 3 Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 22 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 OP31 Regulation 8 Requirement The registered providers must appoint a qualified, competent and experienced registered manager to run the home and meet its stated purpose, aims and objectives. Timescale for action 01/08/09 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. 3. 4. Refer to Standard OP12 OP15 OP36 OP38 Good Practice Recommendations The registered providers should ensure that social recreational opportunities are available to all and that the records reflect this. The registered providers should ensure that meals are served appropriately to avoid food unnecessarily cooling before being eaten. The registered providers should ensure that all staff receive recorded supervision at least 6 times per year. The registered providers should ensure that the home’s policies and procedures are reviewed, and where necessary amended. Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 23 Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection South West Colston 33 33 Colston Avenue Bristol BS1 4UA 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 Courtlands DS0000009010.V374236.R01.S.doc Version 5.2 Page 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!