Care Home: East Surrey Carer`s Support Services

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What the care home does well The home is a relaxed and friendly environment where service users receive short-term respite breaks from their home environment. They are supported by a team of staff who are committed to meeting their needs. Service users have access to a wide range of activities, which meet both their social and educational needs. They are supported to attend school, college and work placements if required.The individual care files evidence a person centred approach to meeting their health, social and welfare needs. The home provides service users choice and control over all aspects of their lives and support to achieve maximum independence within a risk assessed framework. There is a robust recruitment process and training programme that that protects the service users. Service users are supported to maintain and develop existing and new relationships. What has improved since the last inspection? There was one requirement made at the last inspection and it was evidenced that he staff rota accurately records the staff working in the home and the hours that are worked. Recommendations made have been considered and implemented. These include: The home`s policy on abuse now refers to the Surrey Multi-Agency procedure. Two signatures are now recorded for each transaction involving service users` monies held for safekeeping. All staff sign to show that they have read and understood the home`s policies and procedures. Both the employee and the supervisor sign the record of induction that is carried out. What the care home could do better: It would benefit the service users if the Service Users Guide was in a format suitable for each service user coming in to the home and that each are given their own copy, which gives them information about their home, the staff the facilities available to them. Advice is to be sought regarding the day care service provided. The Annual quality Assurance Assessment was received prior to the inspection and within the timescales set, however, it was not completed in full in certain areas and thus would not be beneficial in the inspection process. CARE HOME ADULTS 18-65 East Surrey Carer`s Support Services 5 Gloucester Road Redhill Surrey RH1 1BP Lead Inspector Debbie Calveley Unannounced Inspection 30th November 2007 14:00 East Surrey Carer`s Support Services DS0000059966.V350080.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 East Surrey Carer`s Support Services DS0000059966.V350080.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. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service East Surrey Carer`s Support Services Address 5 Gloucester Road Redhill Surrey RH1 1BP 01737 779339 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) eastsurreycarers@prospectha.org.uk Prospect Housing and Support Services Post Vacant Care Home 5 Category(ies) of Learning disability (5) registration, with number of places East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. The age range of the persons to be accommodated will be: 18 - 30 years. Of the five respite care beds - one may be used as a crisis bed. Date of last inspection 7th December 2006 Brief Description of the Service: East Surrey Carer’s Support Service (ESCSS) is a care home that can provide a respite (short break) service to younger adults between the ages of 18 and 30 years, who have a learning disability. Up to five people can be accommodated and one person can use the service in a crisis situation. The service was newly established in June 2006 by Prospect Housing and Support, in a building that was previously a residential care home run by the organisation. A domiciliary care service is run from the same premises and this will be inspected separately under the specific regulations and standards. The home is situated very close to Redhill town centre with easy access to public transport. The home is a large detached town house, with a communal lounge, dining area, large kitchen, one bedroom and shower room on the ground floor. A second shower room is available on a mezzanine floor between the ground and first floor. The remaining four bedrooms are on the first floor with a bathroom. All bedroom doors have locks and are furnished to meet service users’ needs. Laundry facilities and offices are on the second floor. Limited car parking is available to the front of the house, with additional parking available at pay and display car parks nearby. A large enclosed garden is available to the rear of the home. The fees for this service range from £1190.01 to £1466.98 weekly and there are charges for nightly stay range from £170.00 to £209.57. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The information contained in this report has been compiled from an announced site visit undertaken over 5 ½ hours on the 30 November 2007 plus information gathered about the home since the previous inspection. This includes discussion with stakeholders involved in resident’s care, records submitted to CSCI, which have included an Annual Quality Assurance Assessment (AQAA) and the notification of accidents and incidents. On the day of the home visit it was possible to meet two services users currently receiving respite care and a further two service users visiting the home for the afternoon. The inspection process included a review of the care documentation, Statement of Purpose and Service Users Guide, staff duty rotas, training records, recruitment files, records relating to health and safety and a number of policies and procedures. Three staff members were also spoken with in addition to the manager and area manager. The age of the one-service users currently receiving respite care is below 18 years old and therefore the supplementary standards applicable have been reflected in the text of the report. The Statement of Purpose does include the age specification of 16 years to 30 years. Service users surveys were sent out prior to the inspection visit. The information contained in the returned surveys has been incorporated into this report. At the time of writing this report only one survey has been received, any further responses will be kept as information for the inspection process. In order that a balanced and thorough view of the home is obtained, this inspection report should be read in conjunction with the previous inspection reports. The Inspector would like to thank the service users, staff and management for their assistance and hospitality during the visit. What the service does well: The home is a relaxed and friendly environment where service users receive short-term respite breaks from their home environment. They are supported by a team of staff who are committed to meeting their needs. Service users have access to a wide range of activities, which meet both their social and educational needs. They are supported to attend school, college and work placements if required. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 6 The individual care files evidence a person centred approach to meeting their health, social and welfare needs. The home provides service users choice and control over all aspects of their lives and support to achieve maximum independence within a risk assessed framework. There is a robust recruitment process and training programme that that protects the service users. Service users are supported to maintain and develop existing and new relationships. What has improved since the last inspection? What they could do better: It would benefit the service users if the Service Users Guide was in a format suitable for each service user coming in to the home and that each are given their own copy, which gives them information about their home, the staff the facilities available to them. Advice is to be sought regarding the day care service provided. The Annual quality Assurance Assessment was received prior to the inspection and within the timescales set, however, it was not completed in full in certain areas and thus would not be beneficial in the inspection process. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 7 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. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 8 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 East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 9 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, 2, 3, 4 and 5. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Information about the services offered by East surrey Carers Support are available for all prospective service users and their families. Pre admission assessments are completed in depth to ensure the service can meet the identified needs of prospective service users, and they are encouraged to visit the home prior to admission. EVIDENCE: The information available regarding the service includes a Statement of Purpose and Service Users Guide these documents were viewed and contained all the information necessary to enable prospective service users and their families to make an informed choice as whether to use the service. Service users would benefit from a more user-friendly format of the homes information and their own copy to refer to. The Manager was able to discuss the admission process and the pre-admission procedures in place to ensure that the prospective service user will be suitable for home and the home is able to meet the service users identified needs. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 10 The homes purpose is to provide respite care and the service users are usually known to the staff through the domiciliary care service provided in their own home, which ensures a smooth transition to the home. The manager stated that whenever possible they visit the home for visits prior to their first stay, and are able to choose their room. From viewing the service users files it was evident that a thorough assessment is undertaken prior to their stay by two senior members of the management team. Two service users files were viewed and evidenced the contract and the terms and conditions of residency agreed by the service users/representative, funding body and the home prior to their stay. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 11 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, 8, 9 and 10. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The service user’s individual plans provide staff with the information they need to ensure that the changing needs of service users are met and that they are supported and enabled to take risks as part of an independent lifestyle. EVIDENCE: The staff were very knowledgeable regarding the personalities and needs of the people they care for. This knowledge has been used in creating care plans that give a full life history of each resident, medically and socially, thus creating a whole profile of each resident which leads into a plan of care that guides staff in providing support in a consistent manner. The care plans of two service users were reviewed in depth. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 12 The care plans evidenced a simple and person centred system entirely based on the needs of the service users. They are working documents, which respond to the changing needs of the service users and are adapted as required. The staff confirmed that service users are encouraged and supported to participate in the running of the home e.g. cleaning their room, doing their own washing and cooking meals, dependant on their capabilities and associated risk assessments. The manager stated that the service users are consulted about everyday decisions and are supported and enabled to take risks within a risk assessment framework. On initial assessment all possible risks to the service users had been identified, assessed and recorded. As mentioned previously these included maintaining general health, helping out in the home, cooking, financial vulnerability, accessing leisure and social events in the local community, maintaining their privacy and safety and personal care. These assessments also included the actions required to minimise the risks. The manager stated that the assessments would be reviewed and revised as required and if any changes are noted. The manager confirmed that service users trust in the staff is key to the care and support given in the home for the young service users that stay and confidentiality is ensured by the care notes being kept in a lockable office. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 13 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, 14, 15, 16 and 17. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users have opportunities for personal development and they are encouraged and enabled to be part of the local community. Service users have their individual rights respected and responsibilities recognised, and benefit from a healthy diet. EVIDENCE: Whilst living in the home service users are supported this time and enabled to live a lifestyle that meets their expectations and needs. The care plan for each resident contains information regarding their personal development and community opportunities; this includes educational, social and job opportunities. Family dynamics are also explored to ensure that there is maximum communication and support systems for each service user entering the home. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 14 It was confirmed that service users continue to attend school, college and therapeutic work placements during the week and they are supported to continue their hobbies and interests whilst staying in the home. Leisure activities are promoted and include swimming, horse riding, cycling and visits to the cinema. Friends of the service users are also encouraged to visit, The manager stated that service users are supported to develop appropriate friendships and relationships and are encouraged to join clubs and social groups attended by people of their own age group. The manager confirmed that personal relationships are discussed with service users and their family, and that service users are provided with the opportunities to develop relationships whilst ensuring their rights are respected and staff maintain their responsibilities. The relationships between staff and the service users was very positive, one staff member said he has known some of the service users for some time and had seen them grow up. From talking with the staff and from information gained from the Annual Quality Assurance Assessment (AQAA) it was confirmed that friends and family are welcomed at any time to visit, and the manager speaks to parents once a week to maintain contact. The relatives of the service users are invited to the reviews and are kept informed of any significant event. There are weekly menus which demonstrated a healthy, nutritious and varied diet and service users are involved in choosing the meals, they also go food shopping with staff. The service users preferences and likes and dislikes are recorded and the menus are fine tuned daily depending on service users choice. A record of the meals for each service user is kept. The manager also confirmed that sometimes they may sometimes order a takeaway. As mentioned previously service users are encouraged to participate in the preparation and cooking of the meals and this was observed during the visit. There is a large table where meals are taken and staff join the service users to provide a congenial and comfortable environment. Staff confirmed that they can cater for differing cultural and dietary needs if required. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 15 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, 20 and 21. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users benefit from the provision of flexible and respectful personal and healthcare support and are protected by the systems in place to manage medication. EVIDENCE: Service users are encouraged and supported to manage their own personal care. The role of staff is primarily to prompt residents as necessary. There is evidence in the care plans that staff support is offered in a sensitive and respectful manner and all service users are consulted regarding the gender of the staff supporting them. Risk assessments are in place to ensure the safety of service users at all times. As the service provided is for short-term respite care, the service users retain the support of the healthcare professionals who are already involved in their care. The pre-admission assessments contain the details of a number of East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 16 healthcare professionals including general practitioners (GP’s), dentist, orthodontist and hospital specialists. The manager confirmed that service users are supported to attend appointments that have been arranged to take place during their stay at the home. Staff also support service users to ensure their health needs are met. Communication sheets contain a record of any visits or contact with healthcare professionals. This is then linked to the care plan if it impacts on the health or safety of the resident. The storage and administration of medication were found to be satisfactory. Records are accurate and current. Each resident has their own medication file, which contains information of their medication and the criteria for when each medicine should be administered. Staff receive appropriate training in the management of medication. It was discussed that one of their current service users would benefit from being supported to self administer his own medication within a risk assessment framework as his personal goal is to live in supported living in the future. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 17 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 quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users and visitors to the home benefit from and are protected by the open culture at the home and from clear policies and procedures with regard to complaints and safeguarding vulnerable adults. Service users can be assured that their views are listened to and acted upon. EVIDENCE: The complaint procedure is displayed in the home and is available in both a written and pictorial format. The pictorial format has been personalised to the service with photographs of the manager and director who works closely with the service. The complaint book was viewed and evidenced no complaints received. An anonymous complaint received regarding noise whilst service users playing football in the garden has been received, and whilst there is no one to respond to it was a recommendation that this recorded in case of further communication and would be a useful point of referral. The home has a number of systems in place to protect service users from abuse. The policy and procedure for safeguarding adults and children is in place as is the Surrey Multi Agency guidelines. All staff receive training in safeguarding adults and children. Residents are supported to manage their finances and the records are maintained with the appropriate two signatures. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 18 Robust recruitment processes also protect and safeguard the service users and include the PoVA (protection of vulnerable adults) and PoCA (protection of children act) checks of all staff employed. Due to the service admitting a service user under the age of 18, further checks are put in place to ensure their protection is maintained regarding the suitability of films, reading materials and social activities. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 19 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, 26, 27 and 30. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users benefit from living in a home that is homely, comfortable and safe. EVIDENCE: The home is a large detached house with rooms over three floors, it is well maintained both interiorly and externally. Communal areas consist of a goodsized open plan lounge and dining room, which leads into a large kitchen. The colour schemes in the home are bright and homely and all areas seen were clean and comfortably furnished. The communal bathrooms offer a choice of a shower or bath. One of the service users’ currently staying in the home showed me the bedroom he had chosen to use and it was suitably furnished and attractively East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 20 decorated. The manager confirmed that the current service users are all fully mobile and can access all areas of the home. The laundry room is situated on the top floor of the home and staff advised that service users are supported to do their own laundry if possible and all machines are maintained professionally. The AQAA stated that the home has a contract for the collection of any clinical waste at the home. Staff advised that personal protective equipment, including gloves and aprons are available for use when required and all staff receive training in infection control measures. There is a large garden, which was not seen due to the time of the inspection, but the manager confirmed that it is well maintained and safe for the service users. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 21 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): 31, 32, 33, 34, 35 and 36. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users benefit from a robust recruitment process and a dedicated and competent team of staff. EVIDENCE: All staff receive a copy of their job description and the organisation regularly review and update the documents. A sample of these were reviewed during the visit. The staff on duty confirmed that staffing levels were currently adequate. The rota indicated that staffing levels reflected those outlined in the Statement of Purpose. The rota allows flexibility for staffing levels to be increased or reduced according to activities and the number of residents living in the home. The home was calm and relaxed on the day of the inspection and there were sufficient staff to meet the needs of the service users. The staffing levels at East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 22 night have recently been adapted and increased to meet the needs of the service users currently staying in the home. Staff training is ongoing at the home and staff were positive regarding the training they received to perform their jobs. A training matrix has been devised and evidences staff receive the necessary training required. Service users are supported by staff who are competent and qualified. Staff are encouraged and supported to complete their National Vocational Qualifications (NVQ), at present 50 of staff have a NVQ and 50 are enrolled on a course. The Organisation have other registered services and the organisational recruitment procedures and policies were viewed. Staff recruitment files are not stored at the home, but there are check list files available accompanied by photographs of each staff member with pertinent information including any disciplinary action and dates that evidenced the receipt of application forms, criminal record checks, references and medical clearance. It was confirmed the entire folders are available on request. Criminal record checks are renewed 3 yearly. The recruitment processes followed by the Organisation are robust. The staff confirmed that residents are involved in the staff selection process for new staff. A recent new staff member was able to discuss her introduction to the home in depth, and was able to confirm that she was supernummery at this time to familiarise herself with the home and service users. It was confirmed that all staff complete an induction programme and this was evidenced in the staff development files. The staff on duty confirmed that they have good support from the management team and they can always get the advice or support they require. All staff receive monthly formal supervisions and bi-annual appraisals. These are available for viewing. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 23 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, 38, 39, 40, 41, 42 and 43. People who use this service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users benefit from staying in a home that is effectively managed and monitored and is committed to promoting and protecting the service users health, safety and welfare needs. EVIDENCE: There is a competent and suitably qualified manager in post, who has completed the Registered Managers Award and is a qualified NVQ assessor. Her training file evidenced that she has attended the necessary training to perform her job effectively, and attends all the mandatory training provided as well as courses for her specific role and for the service users they support. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 24 She has been in post since the last inspection 07 December 2006, but has not yet submitted her application to the CSCI to be registered. She confirmed that she would do this in the coming week. The home has a number of systems in place to gain feedback about the service and include all stakeholders in the running of the home. Satisfaction questionnaires are carried out on completion of the respite visit and the results audited. The manager confirmed that there are weekly management meetings and monthly staff meetings to ensure that there is a consistency of approach to the service users. These are recorded and a copy kept in the home. There is a communication book used by the staff and the service user’s family, which ensures an effective handover of information and regular contact is maintained with the families throughout the visit. The manager confirmed that she is involved in service user reviews with their care managers or schools, to assess how well the home is meeting their needs. The home has effective systems in place for ensuring that health and safety of the service users is promoted and protected. These include the fire safety systems, gas and electrical installations, and testing of the hot water supply. A Health and Safety at Work poster, insurance certificate and Employer’s Liability insurance certificate were displayed as required, Conversations with the staff, service users and the inspection of key documents indicated a management approach that continues to be committed to positive outcomes for service users and families that use the service. East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 25 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 3 4 3 5 3 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 3 26 3 27 3 28 3 29 3 30 3 STAFFING Standard No Score 31 3 32 3 33 3 34 3 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 3 3 3 LIFESTYLES Standard No Score 11 3 12 3 13 3 14 3 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 3 3 3 3 3 3 3 3 East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 26 NO 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. 1. Standard YA1 Regulation 5 Requirement That the registered person ensures that the service users guide is written in a format suitable for its service users and all service users have their own copy. Timescale for action 01/02/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations East Surrey Carer`s Support Services DS0000059966.V350080.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection Maidstone Office The Oast, Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT 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 East Surrey Carer`s Support Services DS0000059966.V350080.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. 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