Care Home: Darwin Place

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What the care home does well The care plans are very user friendly and help staff easily identify the needs of service users. The commitment to training is impressive and shows that the home is keen to provide service users with care of a good standard. The living environment is very comfortable and well suited to the needs of the service user group. The management are competent and confident and seem to have the best interests of service users as a key focus. What has improved since the last inspection? This was the first inspection of this service. What the care home could do better: Develop the statement of purpose and service user guide to make them more pertinent to the home and service user group. Risk assessments need to be clearer and consistent in how levels of risk are determined. Complaints forms need to be made more service user friendly. The home needs to introduceinternal surveys that are suitable for service users, their families and professionals and develop a system to monitor and act on feedback received. CARE HOME ADULTS 18-65 Darwin Place Southfield Road Much Wenlock Shropshire TF13 6AT Lead Inspector Martin George Key Unannounced Inspection 21st April 2008 09:15 Darwin Place DS0000070604.V362812.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 Darwin Place DS0000070604.V362812.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. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Darwin Place Address Southfield Road Much Wenlock Shropshire TF13 6AT 01952 727162 01952 728096 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) Swanton Care and Community Ltd Ms Patricia Ann Owen Care Home 4 Category(ies) of Learning disability (4), Mental disorder, registration, with number excluding learning disability or dementia (4) of places Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The Registered Peson may provide the following category of service only: Care Home Only - Code PC to service users of the following gender: Either Whose pimary care needs on admission to the home are within the following categories: 2. Learning Disability (LD) 4 The maximum number of service users to be accommodated is 4. Date of last inspection Brief Description of the Service: Darwin Place is a four bed home set in grounds immediately adjacent to an older people home. The home has been decorated and furnished throughout to a high standard and looks very much like any family home of a similar size and design. The home has an enclosed garden, which provides plenty of space for service user relaxation and for growing their own vegetables. Both the home and garden are wheelchair compatible. The communal areas of the home are restricted to a sitting room / lounge and a kitchen diner. Darwin Place DS0000070604.V362812.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. This unannounced key inspection was carried out by a single inspector between 09:15 and 16:00. As part of the inspection all National Minimum Standards defined by the Commission for Social Care Inspection (CSCI) as ‘key’ were inspected. As this was the first inspection information about the home prior to the visit was limited. An annual quality assurance assessment (AQAA) was not requested as the home had only been operational for a matter of weeks. The views of the manager and deputy manager and, to a more limited extent, the staff working there were acquired through a number of discussions during the inspection. We observed interactions between the only service user and staff on duty. On the day of the inspection we checked service user and staff records, looked round the building and observed practice. What the service does well: What has improved since the last inspection? What they could do better: Develop the statement of purpose and service user guide to make them more pertinent to the home and service user group. Risk assessments need to be clearer and consistent in how levels of risk are determined. Complaints forms need to be made more service user friendly. The home needs to introduce Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 6 internal surveys that are suitable for service users, their families and professionals and develop a system to monitor and act on feedback received. 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. Darwin Place DS0000070604.V362812.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 Darwin Place DS0000070604.V362812.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): 1 and 2 Quality in this outcome area is good Although there was only one service user at the time of inspection it was clear that careful assessment of need had been carried out. Amendments to the statement of purpose and service user guide will give families, professionals and service users better quality information about the service. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We looked at the statement of purpose, which covers all of the areas specified in the National Minimum Standards (NMS) but the style changes throughout the document. Sometimes it is written in a format expected in a document of this type but elsewhere it reads more like a service user guide. We feel the document could be improved too by making the information more specific to Darwin Place, as it currently has a bit of a company feel to it. The statement of purpose would benefit from having a paragraph explaining that there may be a need for staff to enter a service user’s bedroom without permission in exceptional circumstances. We noted that there is no indication of when the statement of purpose was written or updated. We were shown the service user guide which is quite a formal document which we do not regard as suitable for the service user group. Like the statement of purpose the terminology is mixed and little thought has been given to the Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 9 communication needs of the service users. The current document is exclusively text, apart from one drawing. Bearing in mind the needs of the service user group the home intends to accommodate it would be good to see more imaginative use of different communication methods in the service user guide, perhaps thinking of things like Makaton. Following the inspection the manager contacted the company’s head of quality, who is involved in a project with Clear, a community interest group. The aim of the project is to develop documentation and information that is accessible to the service user group, which will include the statement of purpose and service user guide for Darwin Place. The home currently has only one resident and was provided with a good assessment of need, which was used to inform the care plan and risk assessments developed by the home. The managers and staff have worked hard to develop the assessment and planning processes and we would like to see the pre-placement assessments developed further with future service users, in accordance with NMS 2.3, specifically developing the assessment to cover subsection vi, cultural and faith needs and subsection xii, compatibility with others living in the home. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 10 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 Quality in this outcome area is good The work being done with the single service user at the home at the time of the inspection provides evidence of good assessment and planning. Some work is needed to improve the effectiveness of risk assessments, to ensure service users are safeguarded from potential harm. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care plan of the single resident is written in plain English and the layout and larger size text makes it easy to follow, providing staff with the necessary information to allow them to work effectively with the service user. A good range of service user needs are addressed within the plan but the home needs to develop a wider range of communication styles to enable it to meet the diverse needs that the home will inevitably have to address once more admissions are agreed. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 11 The level of involvement provided to the current service user in the development of his care plan is limited, due to his learning disabilities. Observation during brief periods of the day provided evidence that staff engage positively with the service user and respond sensitively to his expressed wishes, which he indicates through his actions rather than words. An example of this was when the service user removed all the cushions from the settee and threw them on the floor. Staff recognised that this was acceptable behaviour and met his needs and responded accordingly. The home has developed several risk assessments covering a wide range of potential risk areas, but with some it is hard to determine how the risk rating has been established. There are some contradictions where an area of risk has been written up twice in different formats and the risk rating has been different. There seems to be a little confusion too about how the current risk matrix works as neither the manager or deputy could fully explain it to me. We were pleased to see that areas of risk have been identified and addressed but it would benefit both staff and service users if they were reviewed and written in a more simplified format, using a risk rating formula that everyone understands and that leads to consistency, so enhancing safeguarding for service users. The team of staff are very motivated and have attended many training courses, so it will be interesting to see how they work with the service users in developing appropriate levels of independence, both in the home and in the wider community, once the home is operating at full capacity. We would also like to see some imaginative methods being introduced for engaging service users in day to day decision making. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 12 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): 13, 14, 15, 16 and 17 Quality in this outcome area is good The service user is encouraged and supported in all aspects of daily living, including outside of the home. Meals are carefully prepared and are nutritious. This judgement has been made using available evidence including a visit to this service. EVIDENCE: It was very difficult to assess this outcome area fully at this early stage in the development of the home due to there only being one service user and the fact that staff were still getting to know him, his needs, preferences etc. However, the records seen and observation on the day (albeit limited) suggested that staff engage well with the service user and are sensitive to his needs and behaviours. Discussion with the manager provided evidence that the home is keen to integrate as fully as possible with the local community. Where the assessed Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 13 needs of service users require access to resources outside of the home every reasonable effort will be made to ensure that happens. Contact with family is actively encouraged and supported and discussion with the manager and deputy satisfied us that communication is open and inclusive of family. As there was only one service user at the time of the inspection the routines were understandably suited to his particular needs, but once the home admits other service users the diversity of needs and preferences will require routines that are flexible, yet manageable by the staffing compliment and within the limited communal space. The current service user requires a high level of staff assistance in most aspects of his daily routines, including toileting and feeding. He has very specific needs relating to his food intake, which the home manages very respectfully and sensitively. Staff have made commendable efforts to find out what things and food the service user prefers. There are staff at the home who have good cooking skills (as we evidenced first hand at lunchtime) and are well able to provide diverse dietary choices. A tasty omelette was prepared at lunchtime for staff, even though the current service user had to have his food specially prepared. We were pleased to see the same level of care and attention given to the preparation of both meals. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 14 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 Quality in this outcome area is good The level and quality of personal and healthcare support provided to the current service user is responsive to his preferences and needs. Medication systems are good and staff have received the necessary training. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The level of personal and healthcare support given to the current service user is responsive to his preferences, respectful and sensitive to ensure dignity is maintained during times when intimate personal care needs are being met. The current service user requires quite significant levels of support with regard to personal hygiene. Records we checked provided evidence that the home is diligent in ensuring the health needs of the service user are monitored and responded to appropriately. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 15 A Shropshire Primary Care Trust (PCT) pharmacist checklist was completed on 9/4/08 by Ceri Wright (Medicines Management Officer for Care Homes). Her report indicates good management of medication storage, administration and recording. The dedicated medication room has a good quality medication cabinet, secured to the wall in the required manner. Medication Administration Record (MAR) sheets are completed appropriately. Prior to the home opening for business the staff completed an appropriate and accredited training course in the safe handling of medication. Although not currently required the home is able to store and record controlled drugs if and when the need arises. It would be good to see the home acquire a medication fridge and reset thermometer. The home has a book ready for use for the disposal of medication. It is acknowledged that the home has set up the systems for medication management well, and the next inspection should concentrate some time on this standard to ensure that once the home is operating at full capacity the practice is consistent with the systems in place. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 16 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 Quality in this outcome area is good The service user is protected from preventable harm and we were satisfied that every effort would be made to address any dissatisfaction from the service user or an advocate, but the complaints systems need improvement before the home reaches capacity, to ensure service users continue to be fully safeguarded. This judgement has been made using available evidence including a visit to this service. EVIDENCE: We found it difficult to fully assess the effectiveness of the complaints process, primarily because no complaints have as yet been lodged. Both the manager and deputy were able to explain the process that would be used in the event of a complaint being made and satisfied us that a competent response would be provided. We were also satisfied that there was an understanding of the need to learn from complaints and seek to improve service delivery for the benefit of service users. We saw the complaints policy and three different forms. We were left unclear about which of the forms we were shown were the most recent. Also, the form headed up “complaint from resident” was not appropriate for the service user group and would benefit from being redesigned to take account of differing communication needs. The home has not yet been issued with a complaints book by the parent company Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 17 Prior to the home admitting their first service user all staff completed safeguarding training. Our brief observations on the day of the inspection confirmed that staff interaction with the service user was consistent with good safeguarding practice. Discussion with the manager also evidenced that careful thought is given to how service users can best be protected from identifiable harm, both in the home and the local community. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 18 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, 25, 28 and 30 Quality in this outcome area is good Service users benefit from a very comfortable living environment and goodsized bedrooms. Outside there is ample space to wander and relax, within a safe and contained garden area. This judgement has been made using available evidence including a visit to this service. EVIDENCE: All service user accommodation is on the ground floor. Bedrooms are of a good size and all are en-suite. Divan beds have been ordered for all rooms, following discussion between the Commission for Social Care Inspection (CSCI) and the proprietors. Décor throughout the home is of a very high standard and is pleasing on the eye. The main communal area of the home comprises a lounge and a kitchen/diner, both of a decent size but it will be interesting to see if it begins to feel a little cramped once the home has a full compliment of four service users. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 19 Required alarm cords have been fitted in bedrooms, bathrooms and toilets but they are not currently at floor length so a service user would not be able to call for assistance if they fell. The manager explained that the current service user tries to put the cords around his neck so they have tied them up out of his reach. We discussed with the manager and deputy that careful thought needs to be given as to how the home will manage this issue once more service users are admitted, whose needs will be different from the current service user placed at the home. Hygiene standards are being maintained and records we examined provided evidence of this. Required fridge and freezer temperatures are being taken and recorded regularly. A good quality food probe has been purchased and food temperatures are being taken and recorded. Kitchen and laundry equipment are obviously in good order as they are new. The washing machine has a sluicing facility. The laundry area is compact and will need careful management once the home has a full compliment of four service users. The garden area is spacious and accessible to wheelchair users. Fencing has been fitted to prevent service users from being able to wander off the homes boundaries without staff supervision. Efforts are being made to create a garden that has sensory stimulation, touch, smell and visual, and it will be interesting to see how this develops. Some herbs are already being grown and there is room to grow vegetables, which would be a good way of involving service users in the growing and preparation of their own food. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 20 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 Quality in this outcome area is good Service users are cared for by a competent and well trained and qualified staff team. The rotas show evidence of appropriate levels of cover to ensure service user needs are consistently met. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The rotas we examined provided evidence that there are two staff on at all times, including two waking night staff. We were told that there is a senior on duty on all shifts except waking night, where this is not always the case. The home is supporting the maintenance man to complete his NVQ level 2 award to enable him to cover occasional care shifts. Staffing levels will need to be reviewed once the home is up to capacity to ensure service user needs continue to be met. There is evidence that staff meetings occur monthly and these are recorded, although it would be helpful to have clear actions with timescales and people responsible for completing the action identified in the minutes. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 21 The training file is well maintained and shows that staff have completed a comprehensive range of training, covering several areas that are necessary to equip them to work with the diverse range of needs that the actual and potential client group will have. Training covered includes safe handling of medication, safe food handling, moving and handling, health and safety, protection of vulnerable adults (POVA) and mental capacity act. The home is to be commended on the commitment it has made to training the staff team as well as they have before admitting their first service user. The home uses the British Institute of Learning Disability (BILD) accredited Learning Disability Qualification (LDQ) induction package but the manager has also been putting staff through the Skills for Care common induction standards too. As these two induction packages are very similar there is no need for the home to do both. The key issue is whether the quality of work submitted by staff shows evidence of their ability to properly safeguard and meet the complex needs of the service user group. Staff files we examined were in good order and contained all the necessary recruitment information. Evidence of necessary checks such as Criminal Record Bureau (CRB) were seen. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 22 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 Quality in this outcome area is good Service users benefit from being cared for by a staff team that is led by two competent and confident managers. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The qualifications held by the manager and deputy are suitable for the role they undertake and the service user group they are responsible for. Based on the records checked and brief observations throughout the day we are satisfied that the management of the home is competent and confident, providing good leadership to staff, which in turn leads to good standards of care to service users. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 23 We saw evidence that regulation 26 visits are being carried out by the organisation’s operations manager. An Environmental Health Officer (EHO) visit took place in September 2007. All actions that were identified during that visit have been completed. Fire records we checked provided evidence that all necessary checks are being carried out and any identified actions responded to. Practices in relation to health and safety matters are of a good standard and we were satisfied that service users and staff were satisfactorily protected from preventable harm. The home needs to introduce an internal survey process to regularly gain the views of service users, their families and visiting professionals and develop a way of evidencing how they use acquired information to improve service delivery, to ensure best possible quality of care is provided to service users. Care Of Substances Hazardous to Health (COSHH) records, storage and disposal practices are in accordance with regulations. It was difficult to accurately assess how well accidents are managed at this early stage in the home’s development as there have so far been no accidents recorded. Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 24 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 2 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 2 23 3 ENVIRONMENT Standard No Score 24 3 25 3 26 x 27 x 28 3 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 x 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 x 3 x 2 x x 3 x Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? 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 YA1 Good Practice Recommendations The statement of purpose needs to be more specific to Darwin Place, as it currently has a bit of a company feel to it. It would benefit from having a paragraph explaining that there may be a need for staff to enter a service user’s bedroom without permission in exceptional circumstances. It would also benefit by having an indication of when it was written or updated The current service user guide is exclusively text, apart from one drawing. Bearing in mind the needs of the service user group the home intends to accommodate it would be good to see more imaginative use of different communication methods in the service user guide, perhaps thinking of things like Makaton Risk assessments would benefit from being simplified and having a risk rating system that all staff understand. It was unclear which complaint forms were the most recent. Also, the form headed up “complaint from resident” was not appropriate for the service user group and would DS0000070604.V362812.R01.S.doc Version 5.2 Page 26 2 YA1 3 4 YA9 YA22 Darwin Place 5 YA39 benefit from being redesigned to take account of differing communication needs. The home has not yet been issued with a complaints book by the parent company The home needs to introduce an internal survey process to regularly gain the views of service users, their families and visiting professionals and develop a way of evidencing how they use acquired information to improve service delivery, to ensure best possible quality of care is provided to service users Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Darwin Place DS0000070604.V362812.R01.S.doc Version 5.2 Page 28 - 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!