Care Home: East View Residential Home

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What the care home does well The people who use the service are provided with adequate information about the home before they move in. They also told us that the level of care the home provides is good, and that this met their particular care needs. All residents said they enjoyed the meals, and there was evidence of a wholesome and varied diet. Residents at the home are able to choose a lifestyle that suits them. This included undertaking activities like reading, a walk in the garden, games or simple exercises. Peoples` complaints would be treated seriously.There would be sufficient staff to meet the residents care needs, and staff would be appropriately recruited, trained and supervised, to ensure they can meet the needs of the people living at the home. The manager would ensure that the home is properly run in the best interests of the residents. The safety and the welfare of the residents and staff is promoted. One person`s relative told us, `There is a very friendly atmosphere here. My relative said the food is lovely, and Dennis and the staff are very helpful`. What has improved since the last inspection? Since the last inspection, the home has shown us that they have maintained the previous improvements made. This included providing assessments for new residents, and ensuring that care plans are maintained, and up to date. Recruitment records showed that the home continues to ensure appropriate staff recruitment checks are undertaken, which ensured that only suitably checked staff are employed at the home. Quality assurance monitoring continues, to ensure that the home takes account of the views of the residents, and that they can continue to improve the service for the residents. CARE HOMES FOR OLDER PEOPLE East View Residential Home 406 London Road South Lowestoft Suffolk NR33 0BH Lead Inspector Kevin Dally Unannounced Inspection 21st July 2008 10:15 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service East View Residential Home Address 406 London Road South Lowestoft Suffolk NR33 0BH 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) 01502 565442 01502 565442 eastview@fsmail.net Mr Dennis Jarvis Mr Dennis Jarvis Care Home 14 Category(ies) of Old age, not falling within any other category registration, with number (14) of places East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 22nd August 2007 Brief Description of the Service: East View Residential Home is a residential property in South Lowestoft. The current owner/manager took over the home in 1989 as a going concern. Since then it has had a number of extensions and environmental upgrading and is now registered to provide personal care for 14 older people. The home provides 11 single bedrooms and 2 double bedrooms. Six residents individual rooms are on the ground floor and the others are on the first floor. Rooms are either available with en-suite or a wash hand basin. There are two stair lifts to the first floor. There is a small garden around the property. There is parking available in the streets close to the home. Fees for this home are from £341.00 and this inclusive fee with matters such as hairdressing and chiropody payments included. Information regarding the service is available in the service user guide; this and the most recent inspection CSCI report are available on request. East View Residential Home DS0000024378.V368734.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 stars. This means the people who use this service experience good quality outcomes. This was a key unannounced inspection of Eastview care home, which took place on the 21 July 2008. Mr Dennis Jarvis, the manager and owner, was present for the inspection and provided us with information that was relevant to the inspection. A tour the premises was completed and we were able to spend time with some of the residents and staff, and talk with a visiting relative. This gave us information about what people thought about the home and the quality of the care provided. Residents’ care plans and medicine records, staff records, maintenance records and training records were also checked. Surveys were sent to residents, relatives and staff before the inspection took place. Five residents, one relative and two staff members responded. A selection of their views and opinions about the home are included within this report. The manager also completed the CSCI Annual Quality Assurance Assessment form (AQAA), which provides key information about the home, and allows them to say what they do well, what they could do better and any plans to improve the service. Some of the information from these documents has been used in this report. The report has been written using accumulated evidence gathered before, during and after the inspection. What the service does well: The people who use the service are provided with adequate information about the home before they move in. They also told us that the level of care the home provides is good, and that this met their particular care needs. All residents said they enjoyed the meals, and there was evidence of a wholesome and varied diet. Residents at the home are able to choose a lifestyle that suits them. This included undertaking activities like reading, a walk in the garden, games or simple exercises. Peoples’ complaints would be treated seriously. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 6 There would be sufficient staff to meet the residents care needs, and staff would be appropriately recruited, trained and supervised, to ensure they can meet the needs of the people living at the home. The manager would ensure that the home is properly run in the best interests of the residents. The safety and the welfare of the residents and staff is promoted. One person’s relative told us, ‘There is a very friendly atmosphere here. My relative said the food is lovely, and Dennis and the staff are very helpful’. 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. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1, 2, 3, 4. Standard 6 does not apply. Quality in this outcome area is good. People who use this service benefit from the information provided about the home, and have their care needs assessed. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home provided us with their service user guide and a copy of the contracts, which were in place for two residents. This described key information about the home including the services provided within the fee, and the complaint’s procedure. At the previous inspection, the manager told us that he intended to provide a new format for the service user guide, but this had not yet been completed. An assessment is undertaken for new residents, so that the home is clear they can meet their particular care and support needs. The assessments for two East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 9 residents checked included good information about the resident’s physical health, mental health & behaviour information, risk assessment information, nutritional assessment and falls assessment information. Feedback from one relative said, ‘We visited Eastview twice, and were shown previous inspection reports. We considered Eastview was the best of several homes we visited, and it proved to be a very correct decision’. From the information gathered it was apparent that the staff group was able to meet the needs of the people living at the home. Records checked showed that staff had received training in moving and handling, first aid training, medicines training, continence care, and safeguarding training. The home recorded that around 66 of their care staff (8 of 12) had achieved a national vocational care qualification (NVQ 2 or more), with a further 2 currently undertaking this qualification. Feedback received from five residents we surveyed said they ‘always’ received the care and support they needed. Feedback received from one of the relatives said that the care home ‘always’ met the needs of their relative. The following comments were received from residents or relatives’ about the care provided by the home. ‘The standards of care and empathy in the home is always first class, because the staff really do care about the residents’. ‘There is a very friendly atmosphere here. Dennis and the staff are very helpful’. ‘The home was recommended by friends who had their relative in the same home’. ‘Eastview is a home where people care. As Dennis (the owner) says, it is their home’. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 10 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9 and 10 Quality in this outcome area is good. People benefit from good care and support with their healthcare needs, which would be clearly set out in their plan of care. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The care plans and all records for two residents were checked. The home now uses a new format that covers relevant care information and these included personal information, a personal profile, social and leisure information, a short medical history, assessments, nutritional information, needs and preferences and daily records. The care plans checked provided sufficient information for staff to refer to, which would help them meet each resident’s particular care needs. For example, there was information about how to help one of the resident’s who had diabetes. Staff write daily statements and records each day, and these were up to date and completed. The care plans included assessments on mental health and behaviour, moving and handling risks, pressure care needs, nutrition information, and falls risk East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 11 assessments. Care plans showed that the residents’ healthcare needs were documented, including a record of their medicines. A record of contact with their doctor or other healthcare professionals, for example the chiropodist, had been kept. The residents’ personal profiles were very good and described for staff important key family and social background information. For example, whether they were married, if they had any children, or if they had any particular social interests. One care plan said, ‘ The resident’s family will take them to the local happy circle every 2 weeks’. The CSCI received five residents’ surveys, which told us that people thought they ‘always’ received the medical support they needed, and that they ‘always’ received the care and support they needed. One relative told us, ‘The medical routines are well organised. When anything outside the routine occurs the nurse or the doctor are always called in’. Another relative told us, ‘My relative has access to the hairdresser, chiropodist and the dentist when needed’. A check of the accident book was completed which showed that there had been 15 falls in the last 12-month period. The falls were well documented and were appropriately monitored by the manager, after any fall. The medication systems in place were checked. Medicines are kept secure with medication appropriately locked in a medical cabinet and the key is secure. Records were checked and were well kept. Medicines for one resident was tracked, and the records showed that the resident had received these as prescribed for them at the required times. Further, the number of tablets remaining in each container, matched with the records kept. One resident self administered insulin via an ‘insulin pen’, and staff undertook daily blood sugar readings, to advise the resident of the amount of insulin that was needed. The insulin pen was kept stored in a locked medicine cupboard, and not the fridge, as is usually recommended. The manager checked with the local pharmacy who said that this was acceptable practice, but the fridge was the preferred method of storage. The manager therefore moved the insulin pen to the medical fridge. Some written guidance was provided for staff around the use of insulin, and staff taking the blood glucose readings. However more detailed guidance for staff around these procedures was required, including any staff training needed, risk assessment information, or who to contact, if there were any problems with the insulin. For example, the diabetic nurse or the doctor if further medical advice is needed. Feedback received from residents and relatives, and observation of staff during the day showed us that the residents were treated with respect and dignity. The home environment throughout the day was calm, welcoming and friendly with residents and staff talking about the day’s events. Feedback received from five residents said that ‘staff listen and act on what they say’. One relative told us, ‘Staff are very friendly and welcoming. They treat our relative with respect, and allow them their privacy’. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 12 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 and 15. Quality in this outcome area is good. People benefit from a lifestyle they choose, and that suits them. They would be provided with wholesome and appetising meals in a homely setting. This judgement has been made using the available evidence including a visit to this service. EVIDENCE: The information provided by the home (AQAA) said, ‘Our aim is to enable our residents to lead their life in a way they choose. Our residents can choose the time they rise in the mornings and the time they go to bed. They can choose to have their meals at a time and place that suits them’. The routines of each resident were quite individual and two people told us were able to rise in the morning when they wished. A relative told us that visited the home every week, often during the day. They said that when called, their relative was ‘well looked after’, and was ‘always in their clothes’, which were ‘fresh and clean’. Further, that the home was ‘a home and we wished there were more places like this one’. they they they own nice Feedback from staff members told us that residents had a range of activities they could be involved with. These included reading books, listening to music East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 13 and the television, and a local group of musicians called. Residents could access the South Lowestoft beach, and staff said that the residents were looking forward to the Lowestoft Air Show, which would be held there shortly. One relative said, ‘Activities are arranged. However, most residents are at a stage where some activities are not possible’. A resident told us, ‘I would like to see more sing alongs’. Feedback from a relative told us, ‘Meals at Eastview are excellent. Compliments must go to Rita the cook. All meals are fresh and well cooked with a good selection. Most residents seem to put on weight because they enjoy their food so much. Our relative loves the food at Eastview’. During the lunchtime meal, the inspector was invited to join a group of residents at their dining table. They told us they ‘loved the meals’ at Eastview, and ‘always had plenty to eat’. The meal provided on the day was sausage or ham, egg and chips, or quiche. Examples of other main menu hot option choices for the rest of the week included roast turkey or ham salad, steak and potato pie or lamb chops, roast pork or chicken fillets, sausage casserole or roast chicken. All options were served with assorted vegetables, and for afters, various selected desserts. The meal on the day looked and smelt appetising, and was served in good portions. The dining room is spacious and able to accommodate all residents if required. Some residents choose to eat their meal in their own rooms. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 14 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): 16,18 Quality in this outcome area is good. People who use the service can expect their concerns and complaints will be listened to and taken seriously. Eastview has safeguarding checks in place that offers protection for the people who use this service. This judgment has been made using available evidence including a visit to this service EVIDENCE: Eastview has a complaints procedure in place that forms part of the terms and conditions given to each resident. This is also displayed in the entrance to the home. No complaints have been received by the home in the past 12 months, and this was confirmed by checking the complaint book. However, previous complaints sent to the home for investigation have shown us that the manager does address and deal with any complaints received. The home has suitable and robust guidance in relation to safeguarding adults including the revised procedures provided by Suffolk local authority. The manager was not entirely familiar with some of the more recent changes to the safeguarding procedures, and so has made arrangements to attend a suitable safeguarding update course. There have not been any safeguarding referrals from the home within the last 12 months. All new staff complete the ‘skills for care’ induction course, which also includes safeguarding training. Feedback from two staff members confirmed they had received safeguarding training, and written feedback from one staff member told us that their recruitment included the home undertaking a CRB check. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 15 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 19, 20,23 and 26. Quality in this outcome area is good. Overall residents will benefit from a comfortable, clean, accessible home that will meet their accommodation needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home provides 11 single bedrooms and 2 double bedrooms. Six residents individual rooms are on the ground floor and the others are on the first floor. Rooms are either available with en-suite or a wash hand basin. There are two stair lifts to the first floor. There is a small garden around the property. There is parking available in the streets close to the home. A tour of the premises included the communal areas and some of the bedrooms with the permission of the residents. The main lounge was a feature of the home with views of the garden and nearby road. The home throughout East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 16 is comfortable, clean and generally meets the resident’s needs. In order to make the home level access, the home has two stair lifts in place. The kitchen was appropriately equipped. Individual bedrooms were personalised with painted walls, and those that are shared have sufficient space, privacy curtains and appropriate furnishings. There were no unpleasant odours, and the premises were very clean and tidy. There were accessible grounds for the residents, although these were not in use on the day of the inspection. South Lowestoft beach was quite near, should residents wish to access this. One relative said, ‘Yes, the home is always fresh and clean. This was one of the many factors that highly impressed us on our visits to the home. The cleaners do a magnificent job, and the standards are very high’. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 17 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 and 30. Quality in this outcome area is good. Residents will benefit from appropriately recruited, trained and competent staff. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Two staff were met on the day of inspection and two questionnaires were received back. All responses were very positive about Eastview, which they described as a ‘close, homely, family environment. We can’t think of any downsides’. Staff said that they received good support from the manager and the other team members. The rota showed us that there are two care staff on each shift, and during the day, often in addition to the manager and/or the deputy manager. The information provided by the home (AQAA) states, ‘Our staffing levels are appropriate to the assessed needs of our residents with a high level of NVQ 2 trained staff on duty at all times’. The home employs 12 staff, 8 of who have a national vocational qualification (NVQ) level 2, or 66 of the total care staff. Two staff are currently completing an NVQ 2 course. Records checked showed us that staff received training, supervision and appraisals. Training included induction training for new staff, moving and handling, first aid training, medicines training, continence care, and East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 18 safeguarding training, which would ensure that staff had suitable skills to meet the care needs of the residents. Two staff members’ records checked showed that the home had undertaken recruitment checks to ensure they were suitable to work with the residents, This included criminal record bureau (CRB) checks, and references for each staff member. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 19 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31,33,35,38. Quality in this outcome area is good. Residents will benefit from a person who is fit to manage the service. The home is run in the best interests of the residents, and their views taken into account. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has a good knowledge of each individual resident and is very supportive of staff. The previous inspection report said that the manager had commenced a national vocational qualification (NVQ4) in management, but progress towards this qualification, was not discussed at this inspection. One relative told us, ‘The service is a well established home which is very well run. The service users are cared for in a proper manner and are kept clean and East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 20 tidy. The home is very clean, with a choice of meals and drinks available. The staff are friendly and caring to the residents’. Mrs Cunnington, the deputy manager, is able to assist in the running of the home in the absence of the manager. Quality assurance has been undertaken by the home to ensure that it receives feedback on how the service is progressing. The manager has invested in a quality assurance manual that allows them to collate information and view at a glance matters such as training, supervision and maintenance. There are auditing processes such as accidents, medication and health and safety. Feedback received from the visiting NVQ assessor said the following. ‘I observed choices, and self help throughout the day. There were good practices in health and safety, and good communication between the staff and residents. There were food and drinks offered, and included with lots of choices to meet the needs of the residents’. Feedback had also been received from 5 other visitors. The home does not deal with residents’ finances on behalf of any resident. The staff group had received training in health and safety, fire safety, moving and handling and food safety training. Fire records were checked, which showed that a fire risk assessment had been completed, and there were full records around the routine checking of fire systems, alarms and equipment. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 21 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 3 3 3 x x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 3 3 x x 3 x x 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 x x 3 East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? No No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP9 Regulation 13(2) 13(4),b Requirement The home must update its policy around the use of insulin and staff undertaking blood glucose readings. This is to provide more detailed guidance for staff around its use including any training required, risk assessment information needed, and when and who to contact, if there are any problems. This is to ensure that the staff follow safe procedures. Timescale for action 01/09/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard OP1 OP12 Good Practice Recommendations The manager should ensure that the new service user guide is completed to provide residents with updated information about the home. The home should review its activities programme to ensure that it has a variety of leisure pursuits that meets the residents social needs. East View Residential Home DS0000024378.V368734.R01.S.doc Version 5.2 Page 23 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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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