Care Home: Crescent Dale

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What the care home does well The needs of people using the service are appropriately assessed to ensure it can meet their needs and they are involved in decisions about their lives and supported to take sensible risks and to ensure that their wishes and feelings can be appropriately met. People living in the home take part in a variety of activities and are supported to develop their skills to ensure they experience a lifestyle that meets their wishes and needs. People living in the home are consulted about their health and personal care to ensure support provided respects their individual wishes and needs. The concerns of people living in the home are taken seriously and staff have been trained to ensure they can safeguard people from potential harm. The home is comfortable and well maintained and a training programme is in place to ensure staff have the skills needed to meet the needs of people living in the home. Appropriate management systems are in place to ensure the needs of people living in the home can be met and that they and their relatives can influence the running of the service. What has improved since the last inspection? There was evidence the acting manager had worked hard to improve and develop the home since our last visit and that good progress had been made to implement the requirements and recommendations we made previously. A new flexible rota had been developed to ensure staff can spend more time with people living in the home so their individual strengths and needs are met in a more person centred way. A Social Services member of staff confirmed this saying "They do well (to) ensure each person has quality time on a one to one basis" and that there is "A nice friendly welcome". We saw evidence of staff working hard to involve people in the support they received to ensure that it meets their individual wishes and feelings. There was evidence of work carried out to ensure people living in the home and their relatives are listened to so they can contribute ideas about the running of the service. What the care home could do better: The manager should continue to develop the person centred approach to supporting people living in the home so their rights are respected and their strengths as well as their needs can be met. Staff should continue to involve and liaise with professional staff in the community so that the personal, health and emotional needs of people living in the home can be fully integrated. Specialist communication training should be provided to help staff support and engage with people living in the home that have complex needs. A complaints procedure should be developed especially for the home, to help people living at Crescent Dale know what to do if they are unhappy with the service provided. CARE HOME ADULTS 18-65 Crescent Dale 2 Nunroyd Heckmondwike WF16 9HB Lead Inspector Rob Padwick Unannounced Inspection 21st October 2008 12:00 Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Crescent Dale DS0000067158.V372832.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 Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Crescent Dale Address 2 Nunroyd Heckmondwike WF16 9HB 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) 01924 325671 01924 325674 tracey.south@kirklees.gov.uk www.kirklees.gov.uk Kirklees MC Care Home 8 Category(ies) of Learning disability (8), Learning disability over registration, with number 65 years of age (8) of places Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 27th June 2007 Brief Description of the Service: Crescent Dale is owned and managed by Kirklees Metropolitan Council and provides a service to people with a learning disability. The home is situated near to the town centre of Heckmondwike. The home is on a bus route for Heckmondwike, Dewsbury and Batley. The nearest train station is in Dewsbury. Crescent Dale is a single storey building. There are two communal lounge areas, two dining rooms, one of which has a kitchenette. Other facilities include a large kitchen, two offices, a laundry room and a sensory room. The building is surrounded by large gardens and patio areas. Crescent Dale benefits from having a hearing loop installed, to assist those people with hearing problems. Crescent Dale is a no smoking house. Information provided by the acting manager indicated the current fees for Crescent Dale are £1,157,33 per week, but that peoples contributions towards vary in accordance with their individual circumstances and are in line with a financial assessment of their needs. Additional services and items not included in the fees include daily newspapers, hairdressing, alcoholic drinks, toiletries and shaving items, cigarettes and tobacco, clothing, stationary and writing materials, outings, confectionery, dry cleaning, transport to appointments not paid for by the NHS or Local Authority, postage stamps, private telephone calls. The service provider ensures that information about the service is available to people thinking about using the home and to current service users, by way of the home’s Statement of Purpose, the Service User Guide and through CSCI inspection reports. Crescent Dale DS0000067158.V372832.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. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations - but only when it is considered people who use services are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. This inspection report is based on information received by the Commission for Social Care Inspection (CSCI) since its last key inspection, which took place on 27th June 2007, and includes information gathered during a site visit to the home. As part of the inspection process, we send out an Annual Quality Assurance Assessment (AQAA), which is a self-assessment document that the registered person must complete and return to the Commission. This should show us how well the home is meeting regulations and national minimum standards and what has been done to improve it and what still needs to be done. This self-assessment was completed well by the new acting manager and information from this used as part of the inspection process. Other information used included direct feedback from people living in the home, together with responses gained from relatives and professional staff, as well as official notifications received about the home. This information helps us make judgements about the service provided. The site visit took place on 21st October 2008, and lasted for 6 hours and the provider was not told in advance when it would take place. The acting manager was available throughout the period of our site visit, and as well as speaking to her, we talked staff who were on duty, as well as people living in the home. We looked round the building, including bedrooms and shared areas of the home and we inspected the records of people’s care, some staff files, the health and safety documents and other records kept by the service. What the service does well: The needs of people using the service are appropriately assessed to ensure it can meet their needs and they are involved in decisions about their lives and supported to take sensible risks and to ensure that their wishes and feelings can be appropriately met. People living in the home take part in a variety of activities and are supported to develop their skills to ensure they experience a lifestyle that meets their wishes and needs. People living in the home are Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 6 consulted about their health and personal care to ensure support provided respects their individual wishes and needs. The concerns of people living in the home are taken seriously and staff have been trained to ensure they can safeguard people from potential harm. The home is comfortable and well maintained and a training programme is in place to ensure staff have the skills needed to meet the needs of people living in the home. Appropriate management systems are in place to ensure the needs of people living in the home can be met and that they and their relatives can influence the running of the service. 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. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 People who use this service experience good outcomes in this area. The needs of people using the service are appropriately assessed to ensure it can meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The group of people who live at Crescent dale have lived there for a number of years and there was evidence that information was available to help those who are thinking about moving into the home to make an informed decision about it. The acting manager told us people are fully assessed as part of the home’s admission process and that the last person that had moved in, had visited the home first, in order to try out the service for themselves and ensure it was able to meet their needs. The case files of people living in the home contained information about their assessed needs and we saw evidence that staff use this information well, in order to help them gain a good understanding of their individual needs and what is important to them. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 and 9 People who use this service experience good outcomes in this area. People living in the home are involved in decisions about their lives and supported to take sensible risks to ensure their wishes and feelings can be appropriately met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The provider told us people living in the home are encouraged to be involved in decisions about their lives and we saw evidence of this in the case files we inspected. Care plans had been developed for people living in the home from the assessments of their individual needs, so staff could support them and we saw evidence that these were being regularly audited and reviewed to ensure they were kept up to date. The care plans and daily record sheets were somewhat needs based and task orientated, however the acting manager showed how these were being further developed into “lifestyle” plans, so that support could be more person centred and enable the strengths and preferences of people living in the home to be maximised. The group of people living at Crescent Dale have a wide range of needs and abilities and some have difficulties in verbally communicating these. We saw evidence of close work Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 10 with some people living in the home via the use of pictures and photos, in order to help them feel more in control and able to understand things better. People living in the home confirmed they were supported to make choices and the case files we inspected contained evidence of this, with key worker involvement and use of an independent advocate, to ensure individual wishes and aspirations were explored and promoted. The case files contained details about the management of risks to people living in the home and we observed staff supporting them appropriately to ensure they were helped to take sensible decisions and assisted to take responsibility for their actions. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16 and 17 People who use this service experience good outcomes in this area. People living in the home are supported to develop their skills and take part in a variety of activities to ensure they experience a lifestyle that meets their individual wishes and needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The last time we visited the service, we made requirements and recommendations to ensure people living in the home have a greater variety of opportunities to participate in things to ensure their individual lifestyle wishes and needs are appropriately met. We saw evidence of good improvements to implement these and further plans to develop this aspect of the home. A relative confirmed the service “Encourages people in care to take part in all kinds of activities” and that people are “Encouraged and shown how to do minor tasks i.e. table lay out, washing up, cleanliness etc.” Case files and records contained evidence of recent trips to Lightwater valley, visits to a local Brass band and a barge trip, together with photo’s of a summer fayre and of parties that were held in the home. On the day of our visit a number of people Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 12 were out attending local day services and information provided by the acting manager, indicated others had started visiting a local Community Centre, where they were able to take part in arts and crafts activities, walking clubs and play snooker. A new flexible staff rota had been developed to improve the amount of individual time spent with people living in the home and a member of Social Services staff in the community told us “They do well with the way they ensure each person has quality time on a one to one basis”. We saw evidence of support given to maximise independence and to help people with developing individual responsibility with the involvement of them in things like cooking and helping to keep the house clean and tidy. Relatives told us they were welcomed to visit and contributed to ideas about the home and we saw evidence the acting manager had started to hold regular meetings with them in order to help with this. People living in the home told us they enjoyed the food served and made choices about what they ate and we saw evidence that a variety of healthy and nutritious meals were provided and that advice was sought from professional staff, where concerns were identified. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 and 20 People who use this service experience good outcomes in this area. People living in the home are consulted about their health and personal care needs to ensure that their wishes and feelings about these are respected. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Information provided by the acting manager indicated an individualised and person centred approach was being adopted to meeting the meeting the health and personal care needs of people living in the home. Case files contained evidence that people had been consulted about how they liked their care and support to be provided and there was good evidence they had access to appropriate health care to ensure their needs were appropriately met. Case files contained evidence of regular monitoring of health conditions together with the involvement of specialists where this was needed. A Physiotherapist confirmed staff followed advice to ensure well being and independence of people living in the home was promoted and we saw evidence of liaison with members of the Community Learning Disability Team, to ensure the needs of one person was further explored. Some day care staff comments indicated liaison could sometimes be improved to ensure a more integrated service for people is provided and a recommendation is made about this. Information Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 14 provided by the acting manager indicated only staff who have been trained for this are responsible for giving out medicines to people living in the home. However, since our last visit to the service we were told about two medication errors that had taken place. We checked the records of medicines given to people and saw evidence that action had been taken to deal with this issue and that the acting manger was now making regular audits of these, to ensure people living in the home are safeguarded from potential harm in this regard. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 and 23 People who use this service experience good outcomes in this area. The concerns of people living in the home are taken seriously and staff have been trained to ensure people are safeguarded from potential harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The service had corporate Local Authority policies developed by the people who run the home, to ensure the concerns of people living there are taken seriously and that they are safeguarded from potential abuse. Whilst the people living at Crescent Dale told us they were happy with the service, some comments from them indicated uncertainty about how to make a complaint if they needed. A recommendation is made that the complaints policy is developed especially for the home, to help people living there know more about their rights with this. No complaints had been made to CSCI about the service since the last time we visited it and the complaints log contained evidence of actions taken to resolve issues made direct to the home. Information provided by the acting manager indicated staff had been trained about the protection of vulnerable adults and that supervision sessions with senior staff included information on how safeguarding matters should be dealt with. Individual staff that we spoke to confirmed they were aware of their responsibilities with regard to this issue and that appropriate action would be taken should they have any concerns. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 16 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 and 30 People who use this service experience good outcomes in this area. People live in a homely, and comfortable environment that is clean and hygienic. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Crescent Dale is purpose built and was opened approximately two years ago and is equipped with various items of specialist adaptions to maximise the independence of people living in the home. The home is comfortably furnished was very clean and tidy and there was evidence it was being well looked after. The home shares a maintenance person with its sister home situated next door, and we saw evidence of regular checks being carried out to ensure the safety of people living in the home. People told us they liked living at Crescent Dale and we observed a number of them occupied watching television or talking to staff in some of the various communal rooms. Bedrooms reflected the individual personalities of people living in the home and we saw evidence they were able to bring items of personal belongings, to reflect their interests and hobbies. The service has a large, well maintained garden that some Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 17 people living in the home have helped to contribute to, by preparing cuttings and growing their own vegetables. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 18 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34 and 35 People who use this service experience good outcomes in this area. Whilst a training programme is in place to ensure staff have the skills needed to meet the needs of people living in the home, some further specialist communication training would help them to support those with more complex needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Issues relating to the availability and numbers of staff on duty were identified when we last visited the service and information provided by the acting manager indicated these had now been resolved. Staff spoken confirmed that a new flexible rota had been introduced, which enabled more quality time to be spent with people living in the home, to ensure that their individual needs and abilities of people could be better met. Case files contained evidence of good key worker involvement and we observed staff working thoughtfully with people, to gain a fuller understanding of their needs. Discussion with those on duty indicated they were committed to doing their jobs and throughout this visit we observed staff working people in a caring and sensitive manner. The service benefits from being supported by the Local Authority training department to ensure staff have the right skills and we saw evidence in staff files and training records we inspected of work on this being implemented. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 19 There was some evidence that further work was still needed to support a more person centred approach being adopted, and a recommendation is made that specialist communication training is provided, owing to the more complex needs of some people living in the home. We looked at the recruitment files of staff that had recently been employed and all contained evidence of robust procedures being followed to ensure they were safe to work with people living in the home. Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 20 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 39 and 42 People who use this service experience good outcomes in this area. Appropriate management systems are in place to ensure the needs of people living in the home are appropriately met and that their views can influence the running of the service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The last time we visited the home we made requirements to ensure the service was appropriately managed and that people living in the home are consulted about developments affecting the service. Since our last visit a new acting manager had been appointed, this person will now need to formally apply to be registered for this position with the Commission for Social Care Inspection. There was evidence of good progress made in developing the home with improvements in the way staff are deployed to ensure a more personalised approach to meeting individual need can be provided. We saw evidence of regular checks of the service to monitor its effectiveness and ensure that its Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 21 aims and objectives can be met. Feedback from both people living in the home, their relatives and professionals was generally very positive. One relative told us “‘They have encouraged xxxx to converse a little bit more than she did which is fantastic” whilst a member of Social Services staff said “they do well with the way they ensure each person has quality time on a one to one basis and keep a nice friendly welcome”. We saw evidence of work carried out to improve communication systems and enable people living in the home to participate more fully and influence the running of the service, together with action plans developed from surveys issued as part of this. Maintenance records were well kept and contained up to date certificates and regular checks to ensure that the health and safety of people living and working in the home was promoted. The home’s self assessment was completed clearly and was supported by a range of evidence that showed what changes had been made and what improvements are planned to take place. Crescent Dale DS0000067158.V372832.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 Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X Crescent Dale DS0000067158.V372832.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 YA19YA19 Good Practice Recommendations The registered person should ensure the home continues to involve and liaise with professional staff in the community in order their personal, health and emotional needs can be integrated holistically. The Registered Person should ensure that the complaints procedure is developed especially for the home, to help people living at Crescent Dale know more about their Human Rights and what to do if they are unhappy with the service provided. The registered person should ensure specialist communication training is provided to staff to support them in engaging with people with complex needs about their wishes and feelings. 2 YA22YA22 3 YA35YA35 Crescent Dale DS0000067158.V372832.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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. 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