Care Home: Glendale Court

What the care home does well What has improved since the last inspection? No requirements or recommendations were made at the last visit. However, on the AQAA (Annual Quality Assurance Assessment) submitted prior to the visit, the owners have highlighted several areas that they feel they have improved within the home. These include, purchasing and completing new care plans, setting up an exercise programme and upgrading the environment. What the care home could do better: One requirement was made that the home must confirm in writing to people that their needs can be met, before they move into the home. One recommendation was also made and that was to include more written detail on care plans as to how staff are to meet the day to day needs of individuals. CARE HOMES FOR OLDER PEOPLE Glendale Court Third Drive Landscore Road Teignmouth Devon TQ14 9JT Lead Inspector Sue Dewis Unannounced Inspection 19 December 2008 09:30 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 Glendale Court DS0000003705.V373593.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. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Glendale Court Address Third Drive Landscore Road Teignmouth Devon TQ14 9JT 01626 774229 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) Mrs Gloria Jean Taylor Glenn Taylor Mrs Gloria Jean Taylor Glenn Taylor Care Home 37 Category(ies) of Old age, not falling within any other category registration, with number (37) of places Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care home providing personal care- Code PC to service users of either gender whose primary care needs on admission to the home are within the following category: 2. Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is 37. 18th January 2007 Date of last inspection Brief Description of the Service: Glendale Court is registered as a Care Home providing Personal Care for up to thirty-seven older people. The home comprises of two large detached properties joined by an internal ground floor corridor, situated in a quiet residential area of Teignmouth. It is well kept and managed and is sufficiently adapted and equipped to meet the needs of the people who live there. Most people have ensuite single bedrooms, while the public rooms include two dining rooms and several lounges. A copy of the CSCI inspection report on the home is available on request from the manager. Fees range between £373 and £450. General information about fees and fair terms of contracts can be accessed from the Office of Fair Trading web site at http:/www.oft.gov.uk . Glendale Court DS0000003705.V373593.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 3 star. This means the people who use this service experience excellent quality outcomes. This unannounced visit took place over 8 hours, one day in the middle of December 2008. The home had been notified that a review of the home was due and had been asked to complete and return an AQAA (Annual Quality Assurance Assessment). This shows us how the home has managed the quality of the service provided over the previous year. It also confirms the dates of maintenance of equipment and what policies and procedures are in place. Information from this document was used to write this report. The owners are supported at the home by a care manager, who oversees the day to day care at the home. This person is not registered with the Commission as manager of the home. Although only one inspector undertook this inspection, throughout the report there will be reference to what we found and what we were told. This is because the report is written on behalf of the Commission for Social Care Inspection. During the inspection 3 people were case tracked. This involves looking at peoples individual plans of care, and speaking with the person and staff who care for them. This enables the Commission to better understand the experience of everyone living at the home. As part of the inspection process CSCI likes to ask as many people as possible for their opinion on how the home is run. We sent questionnaires out to some people living at the home, some health and social care professionals (including GPs and care managers) and some staff. At the time of writing the report, responses had been received from 10 people living at the home, 4 health and social care professionals and 5 staff. Their comments and views have been included in this report and helped us to make a judgement about the service provided. During the inspection 3 people living at the home were spoken with individually and 3 others in a group setting, as well as observing staff and people living at the home throughout the day. We also spoke with 3 staff and the owners. A Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 6 full tour of the building was made and a sample of records was looked at, including medications, care plans, the fire log book and staff files What the service does well: What has improved since the last inspection? No requirements or recommendations were made at the last visit. However, on the AQAA (Annual Quality Assurance Assessment) submitted prior to the visit, the owners have highlighted several areas that they feel they have improved within the home. These include, purchasing and completing new care plans, setting up an exercise programme and upgrading the environment. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 7 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. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 8 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 Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 9 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 and 3 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Good systems for admission allow people to be confident that the home can meet their needs. The home does not offer intermediate care. EVIDENCE: There is a Statement of Purpose, Service User Guide and Brochure available to people thinking of moving into the home. These, along with a photo album are given to people and their representatives and discussed with them before they decide whether to move into the home. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 10 The owners told us the procedure that is followed when people have been referred for possible admission to the home. We were told that this usually included visiting the person whether they were at home or in hospital to complete a pre-admission assessment. We were told that although people are always invited to visit the home, in general it is their family that looks at the home on their behalf. The files of three people living in the home were looked at, all three files looked at showed some form of assessment had been completed prior to the person moving into the home. However, the home does not write to people to confirm the home can meet their needs before they move in. This means that people may not be certain that the home can meet their needs before they decide to move in. The home does not provide intermediate care. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 11 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. This judgement has been made using available evidence including a visit to this service. Everyone who lives at the home has a care plan, which provides staff with some information to enable them to meet peoples health and social care needs on a day to day basis. The management of medication is good and helps ensure people are protected from the risk of not receiving their prescribed medication. EVIDENCE: The care plans of three people living at the home were looked at. The home has recently changed the format of their care plans. The plans contained an assessment of peoples health and social care needs. However, while there was much detail of what people’s needs were, there was less detail on how their needs should be met. Staff told us that they are always made aware of any changes to the care needs of people and that this is done verbally at a Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 12 handover before their shift begins and recorded on people’s daily notes. One member of staff commented via a survey form ‘we are encouraged to report any slight change, so it can be dealt with quickly’. However, care plans could be enhanced if there were more written instructions to staff on how to meet people’s needs. There was evidence that the care plans had been reviewed regularly and there was also evidence that the individual had been involved in the care planning process where they wished to do so. The owners stated on their AQAA (Annual Quality Assurance Assessment) submitted prior to the visit that ‘We have drawn up a care plan with each service user having a comprehensive assessment of their personal, social, physical and mental needs which will provide a basis for the care to be delivered, these plans are reviewed on a monthly basis. There is also a section on the resident’s life history enabling the carers to look at the resident holistically enlightening them to see how and what the resident did during their working life’. It was clear through discussions with staff that they knew the people they care for very well and knew how best to meet to meet their needs. There were some good daily recordings that gave a good indication of how the individual had spent their day and what care had been given. There was evidence on file that peoples health care needs were being met, and that a range of health care professionals visited the home, including GPs and District Nurses. It was possible to see where concerns had been highlighted and acted upon. A specialist nurse commented on their survey form ‘They appear to provide a caring environment but at the same time are efficient with their care’. There is a policy and procedure for the administration of medicines and evidence was seen to show that people could be supported to look after their own medicines if they wish to, but no-one wishes to at the moment. All medicines were seen to be stored correctly and staff were able to describe good practice in relation to administering and recording that medication had been given. All people we saw during this visit looked well cared for and were treated with respect by the staff and their right to privacy was upheld. Personal care was seen to be offered in a discreet manner. Staff told us how they respect peoples privacy when helping them with personal care and we heard staff speaking with people in a kindly, friendly way. There was an obvious affection between staff and the people they care for. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 13 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 excellent. This judgement has been made using available evidence including a visit to this service. Outings, entertainments and activities are available, and there is good daily variation and social interaction for people living in the home. EVIDENCE: A ‘Life History’ is drawn up with the individual and with help of their representatives if possible. This enables the service to provide a range of activities, outings and interactions that are suited to the needs of individuals living there. We were told by people living at the home and by the owners that there are plenty of outings available, that people often go for a drive or out for a walk. We saw an assortment of board games and people told us they enjoyed playing games and Bingo. One individual told us about how a couple of people got together each day to do a crossword and how this had helped someone to overcome health difficulties. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 14 The owners stated on their AQAA (Annual Quality Assurance Assessment) submitted prior to the visit that ‘The owner Glenn provides regular outings provided the weather is appropriate. The residents enjoy Glenn’s field trips out into the countryside where he provides a knowledgeable commentary on country life and issues. This gives residents opportunities to ask questions or reflect on their experiences’. Outside entertainers visit the home monthly and a member of staff plays the piano on a regular basis. There are also weekly exercise sessions. The owners told us they plan to purchase a Nintendo WII for people to use to play games or exercise on. They also told us that one wall in the hall is going to be used for people to start a giant mosaic along. We were told by staff and individuals, that people are always given choices about what they want to do, to eat and to wear. One staff also commented via a survey form that people were offered choices at all times. The owners also told us they and their care manager like to chat with each individual at least weekly. There are monthly meetings held so that people can discuss any issues. One meeting voted to buy some chickens, and on the day of the visit people thought it great fun to watch the owner chase a chicken that had ‘escaped’ from their run!!! There are regular visits from the Salvation Army and the local vicar visits monthly. People told us that they have lots of visitors and that they are always made welcome by the staff at the home. We were told by everyone that the food is good, though one person told us they would like a little more variety and a little more salt. There is a 3 week menu that provides a good balance of meals and there is always an alternative available if someone doesn’t want the main meal. Drinks are always available, and people can have facilities to make their own drinks, following a risk assessment. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 15 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 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There is a good complaints procedure and people can be confident that their concerns will be listened to. Good procedures are in place to ensure that people are protected from abuse. EVIDENCE: There is a clear and simple complaints procedure in place to help people who wish to raise concerns. We were told by the owners that no written complaints had been received by them since our last visit. They told us that they ask people regularly if they have any moans or groans, so that they can be dealt with straight away. Those people who were spoken with were able to tell us who they would speak with if they were unhappy about anything and felt sure it would be sorted out. CSCI has not received any complaints about the home since the last visit. Records show, and staff confirmed to us, that they had received training in Protection Of Vulnerable Adults (POVA) issues. All staff were able to discuss different forms of abuse and said that they would report any suspicions they Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 16 had to the owners or the care manager. They were also clear about who they would report any concerns to, outside of the home. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 17 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, 22, 24 and 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home provides an excellent, comfortable and safe environment for those living in, working at and visiting the home. EVIDENCE: A full tour of the communal areas of the home was made and some of the bedrooms were looked at. The home consists of two separate buildings that are linked by a ground floor corridor. One of the buildings having been purchased, refurbished and registered with the Commission since the last visit. There are several communal areas around the home and they were light and airy with a comfortable homely feel. They were well maintained, nicely Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 18 decorated and comfortably furnished in a domestic style. Peoples bedrooms contained many individual items and reflected the personality of the occupant. People told us that they had been able to bring things from their home when they had first moved in. The home and surrounding gardens are easily accessed via ramps. A new passenger lift has recently been installed in one part of the home and another is being installed in another part of the home, which will give access to all three floors. The owners stated on their AQAA (Annual Quality Assurance Assessment) submitted prior to the visit that ‘The home meets the requirements of the Disability Discrimination Act and the layout and the design of the home is suitable to meet the specific needs of the people who live there. The house was clean and free from unpleasant smells throughout. Radiators throughout the home are covered which helps reduce the risk of people suffering burns from falling against them. Windows above ground floor level are fitted with restrictors which minimises the risk that people may fall from them. Thermostatic valves are fitted to the hot water system to ensure people are protected from burns from water that may be too hot. There is a range of aids and adaptations around the home to help staff meet the needs of people who have limited mobility. These included, hoists, a ‘rota stand’ and ‘banana boards’. Staff told us that they had received training in moving and handling and we saw that people had moving and handling risk assessments in their care plans. Staff said that they had received training in infection control matters and were seen following good infection control procedures. Disposable gloves and aprons were readily available around the home and staff were seen making use of them. The laundry area, though small, was adequate, clean and tidy. One area of the laundry floor is carpeted, but the main part has an impervious floor covering to help prevent cross contamination from soiled articles. Washing machines have the ability to meet disinfection standards. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 19 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. This judgement has been made using available evidence including a visit to this service. A wide range of training is provided and the numbers and skill mix of staff on duty are sufficient to meet the needs of people currently living at the home. People are generally protected by recruitment procedures that ensure people who may be unsuitable to work with vulnerable people are not employed at the home. EVIDENCE: On the morning of the visit there was a total of 8 care staff on duty plus the care manager and 5 ancillary staff, covering both sides of the home. At night there is one staff sleeping in on each side of the home with one staff awake covering both sides. People that were spoken with felt that there was enough staff at the home to meet their needs and that they did not have to wait too long for assistance. Staff were aware of the needs of the people they were caring for and were keen to provide a good service. One member of staff said ‘the residents are like our friends’. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 20 The staff that we spoke with commented several times on how well all staff worked together and one person commented on their survey form ‘I have worked at Glendale for many years and am still as happy here as I was when I first joined the good team’. The owners stated on their AQAA (Annual Quality Assurance Assessment) submitted prior to the visit that ‘We are aware that the home’s staff will always play an important role in the resident’s welfare. To maximise this we employ staff in sufficient number and with relevant mix of skills to meet residents’ needs’. Training has a high priority at the home. Records show, and staff confirmed that they receive a wide variety of training including a comprehensive induction for all new staff. Other training includes Fire procedures, Moving and Handling, Food Hygiene, First Aid, Health and Safety and Infection Control. Staff are also encouraged to work for NVQs (National Vocational Qualifications) and currently over 50 of staff have or are working for NVQ level 2 or above. Three staff files were looked at. All files contained a satisfactory CRB (Criminal Records Bureau) check and proof of identity. One file contained only one reference, we were told that this was because this person had only had one previous employer. Two references must always be obtained before people start work at the home. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 21 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 and 38 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. The home is well managed resulting in practices that promote and safeguard the health, safety and welfare of people who live and work in the home. EVIDENCE: The Registered owners, Mr Glenn Taylor and Mrs Gloria Taylor, have many years experience of managing a home for older people. Both also have relevant qualifications. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 22 Staff that we spoke with during the visit told us that they felt supported by the owners to do a good job. One staff member told us ‘Mr and Mrs Taylor are here all the time, any problems we talk over with them’. Another told us ‘Glenn and Gloria are marvellous’. The owners stated on their AQAA (Annual Quality Assurance Assessment) submitted prior to the visit that ‘We want everything we do in the home to be driven by the needs, abilities and aspirations of our residents, not by what staff, management or any other group would desire. There is a formal quality assurance system in place at the home. Questionnaires are sent out to everyone connected with the home, when replies are received the management team discuss any issues and produce an action plan if needed. Small amounts of monies are held on behalf of people living at the home. Relatives give the home this money to pay for personal items such as hairdressing. Good accounting procedures are in place. The AQAA (Annual Quality Assurance Assessment) submitted prior to the visit, provided evidence that Glendale complies with health and safety legislation in relation to maintenance of equipment, storage of hazardous substances, fire precautions, health and safety checks and risk assessments. Policies and procedures are not always inspected during the visit but the information provided on the AQAA helps us form a judgement as to whether the home has the correct policies to keep people living and working at the home safe. Information provided by the home, evidenced that policies and procedures are in place and along with risk assessments are reviewed regularly and updated where necessary, to ensure they remain appropriate and reduce risks to people living and working at the home. So that the risk of burning from hot surfaces is minimised, radiators within the home are covered and so that the risk of burning from hot water is minimised temperature controls are fitted to taps. Restrictors are fitted to windows above ground floor level to minimise the risk of anyone falling from these windows. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 23 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 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 4 X 3 X 4 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 Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP3 Regulation 14 Requirement No one should be admitted to the home before the home has confirmed in writing that it can meet their needs. This is so that people can be confident their needs can be met before the move into the home. Timescale for action 31/03/09 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP7 Good Practice Recommendations You are recommended to ensure care plans have sufficient detail to ensure staff have instructions on how to meet the needs of individuals. Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection South West Colston 33 33 Colston Avenue Bristol BS1 4UA National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Glendale Court DS0000003705.V373593.R01.S.doc Version 5.2 Page 26 - 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. 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