Care Home: Grassendale Road (3) Residential Home

Inspecting for better lives Key inspection report Care homes for adults (18-65 years) Name: Address: Grassendale Road (3) Residential Home 3 Grassendale Road Liverpool Merseyside L19 0LY Two star good service The quality rating for this care home is: A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Paul Kenyon Date: 0 8 1 2 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area Outcome area (for example: Choice of home) These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement Copies of the National Minimum Standards – Care Homes for Adults (18-65 years) can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispin’s, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Internet address www.csci.org.uk Information about the care home Name of care home: Address: Grassendale Road (3) Residential Home 3 Grassendale Road Liverpool Merseyside L19 0LY 01514943847 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Autism Initiatives Name of registered manager (if applicable) Kim Parry Type of registration: Number of places registered: Conditions of registration: Category (ies): Number of places (if applicable): Under 65 Over 65 5 0 Care home 5 Learning disability Additional conditions: Date of last inspection A bit about the care home Grassendale Road is a care home registered to provide care for five adults with a learning disability. It is part of a network of homes managed by Autism Initiatives. Liverpool Housing Trust owns the building. The home is situated in the Grassendale area of Liverpool and is close to local amenities, bus and rail routes. The building is comprised of three floors. General rooms are on the ground floor and residents. Bedrooms are located on the first floor. An office and a staff sleep in room are located on the third floor. Front and rear garden areas are accessible to residents. Fees for the home are agreed with the placing authority and are dependent upon the needs of individual residents. Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: Two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home How we did our inspection: This is what the inspector did when they were at the care home The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This inspection was undertaken during the morning and afternoon and was unannounced. National Minimum Standards for younger adults were used to measure the quality of the inspection. A tour of the premises was undertaken as well as an examination of the records relating to the support provided to those who use the service. Only one individual living at Grassendale Road was present during the visit. The communication needs of this person are such that it was not possible to gain an account of their experience of the care provided to them directly. Observation of care practice was used to assess the quality of support. An interview with one staff member was held and surveys were made available to family members although none were returned at the time of the visit. These will be used as part of the ongoing process of inspection of the service. Discussions with the Manager were held and an Annual Quality Assurance Assessment had been submitted prior to the visit. What the care home does well The service is good at meeting the needs of those who use the service through the manner in which care plans have been devised. The service ensures that individuals have as much control over their lives as possible and where risk is involved in pursuing their daily lives, this is taken into account. The service is good at enabling those who use the service to participate in appropriate day activities and supports them to access the local community and beyond. The service is good at ensuring that individuals are able to maintain contact with their family and Friends and takes their rights into account. The service ensures that the nutritional needs of individuals are met. The service ensures that staff support individuals in the manner they prefer and the health needs of individuals are met by the practices of the service. The health and safety of all is promoted through the safe management of medication. Individuals and their families are able to influence the running of the service through the complaints procedure and all are protected from abuse. Those who live at Grassendale Road live in a clean, well-decorated and pleasant environment. The needs of all are met through the provision of training to staff and through the manner in which new staff are introduced to the care practice within the service. An experienced and qualified individual who is fully aware of the needs of each person manages the service. The health and safety of all is promoted through the practices of the service What has got better from the last inspection What the care home could do better The service must ensure that personnel files contain proof of the identity of staff members so that those who use the service are fully protected by the recruitment process. The service must ensure that visits are made by representatives of the organisation on a monthly basis so that the service is run in the best interests of individuals living at Grassendale Road. If you want to read the full report of our inspection please ask the person in charge of the care home If you want to speak to the inspector please contact Paul Kenyon Unit 1 3rd Floor Tustin Court Port Way Preston PR2 2YQ 01772 730 100 If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line - 0870 240 7535 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between the person and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who use the service have there needs met by the assessment process that has occurred in the past. Evidence: All the individuals living at Grassendale Road have lived there for some time and as a result no new admissions have occurred since the last key inspection. This standard could not be measured at this time. The Manager made an assessment document available, which would be used in the event of an admission into the service. This document provides the opportunity for the service to gain a detailed picture of the needs of those who come to live at Grassendale Road Individual needs and choices These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who use the service have their needs met through the care plans devised by the service. Despite the limited communication skills of individuals, the service has sought to ensure that any decisions that can be made are respected and acted upon. The health and safety of individuals is promoted through the manner in which risk assessments have been devised reflecting the needs of individuals and reviewed on a regular basis. Evidence: Two care plans were examined. The Manager stated that all care plans are being changed over to a new format and that this process is ongoing. Both care plans had evidence of regular review and in one case; this review process had been more frequent given the changing needs of the individual concerned. Care plans include pen pictures of each person providing a background of their needs. In addition to this, needs are outlined providing a statement of what the need is as well as the action needed by the staff team to meet each need and best support the individual. The communication of individuals is limited yet steps had been taken to devise a dictionary, which outlines key words used, by each person and what their meaning is. As a result, a picture of the preferences and dislikes of individuals has been obtained to enable a degree of decision making to be made. Each person has a bank account with statement made available to individuals. The Manager has a role to audit these to ensure that financial interests are safeguarded. The service has recently approached a local advocacy service to become involved with the individuals living there and evidence was provided that this contact had been made. Evidence: Risk Assessments were examined for three individuals. All areas of risk faced through daily living had been identified and all had been reviewed regularly. Elements of risk included those risks posed in the domestic environment as well as risks faced through accessing the wider community. Three individuals were noted to have a health condition, which could lead to hazards in their daily lives. This health condition was included in risk assessments. Lifestyle These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They can take part in activities that are appropriate to their age and culture and are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who use the service are able to have their self esteem maintained through their involvement in day activities both in day services and in the wider community and their continued contact with their families. The rights of individuals are promoted through the practices of the staff team and the nutritional needs of individuals are met. Evidence: Evidence was available during the inspection to suggest that all individuals are able to access day services. All attend on a part time basis and this enables them to spend some time at home with staff support. Evidence was available that the staff team are aware of the activities pursued by individuals in day services and progress made. There is no employment activity pursued by individuals and this reflects the dependency of individuals. The service is located in an area, which is close to local facilities. Evidence was available to suggest that individuals are able to access the local community with staff support as appropriate. This is often on a one to one basis and includes leisure activities as well as domestic tasks such as shopping. Documents suggested that any risks faced by individuals in the local community are taken into account during such activities. Some individuals are able to use local transport services while the preferences of others suggest otherwise. The service has its own transport. Evidence was available that the service maintains links with families and that Evidence: individuals are able to maintain significant links with their families. All individuals receive contact with their relations on a weekly basis and in some cases, individuals are able to have shirt stays with their families or go on Holiday with them. There was evidence that the privacy of individuals is respected through the services practice in respect of bedrooms. One Individual will enter others rooms without others consent. As a result, arrangements are in place for rooms to be locked when not in use to ensure that the possessions of others are respected. Only one person is able to use keys to rooms and this is included as part of their routines. Individuals have their preferred terms of address included within care plans. During the visit, one individual was present. This individual was able to meet the Inspector but consideration was made to the rights of the individual and their preferences to maintain their personal space. Staff interaction was positive and sought to ensure that the individual was able to meet others but in a manner which they were comfortable with. Staff interaction sought to reassure the individual and used strategies to ensure this. The same person prefers their own personal space yet will interact with others when they wish. The environment of the building is such that this is respected through the provision of sufficient lounge areas to ensure that individuals are able to enjoy their own company yet interact with others when they choose. Care plans indicated that some individuals do assist in domestic routines as part of their daily routines. This includes involvement with laundry, cleaning bedrooms or clearing tables. These activities tend to be informal rather than be part of a wider structured responsibility yet this is voluntary and reflects the need for individuals to pursue certain routines as part of daily living. While two individuals have limited eyesight, there is no need at present for any aids or adaptations to assist with this and no individual smokes. Menus are devised which are centred on the preferences of individuals given that there are no individuals who have specific dietary needs. A record of food provided is available indicating the content of meals throughout the week. This record is maintained for each person and suggested that hot food is provided regularly. The disability of individuals is such that not everyone is able to actively prepare and plan meals although there was evidence of individuals being able to make drinks for themselves or be involved in setting or clearing tables. Individuals are involved in some shopping tasks. Again the disability of individuals and their risk assessments are such that staff cook meals with some help on an informal basis from individuals. A kitchen is available and is domestic in appearance. The kitchen has been recently refurbished with new units and worktops being installed. A dining area is available although individuals do have their own preferences as to where they wish to eat and this is respected. No one needs significant assistance with eating at this time. Personal and healthcare support These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it in a safe way. If people are approaching the end of their life, the care home will respect their choices and help them to feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who use the service have their preferences in relation to their personal support respected. The practices of the service ensure that the health needs of individuals are met and their health and safety is promoted through the safe management of medication. Evidence: No individuals need help with mobility at present. Personal care is provided in private and considerations are made to the gender of each person. One woman receives support at present and her needs are reflected in the gender mix of staff and she, and others are able to express their sexuality through their appearance. The preferences of individuals cannot be expressed verbally by each person yet a communication dictionary of each person provides staff with an indication of what each person wants and how they wish to be supported. A key worker system is in place, informal partnerships with families were evidenced during the visit and preferences are outlined. The health needs of individuals are met in a number of ways. Evidence was available suggesting that all individuals are registered with a Doctor and also have contact with other health professionals including community nurses, psychiatrists, dentists, chiropodists and opticians. Records are maintained when appointments occur with details of any progress made. One person receives a fortnightly injection and this is ongoing. All individuals are able to access a local clinic to attend a well woman or well man clinic. The care plans of three individuals were viewed and these included reference to a health condition. This had been taken into account within risk assessments and training had been provided to staff in respect of this condition. One person has had significant health problems of late. Considerations had to be made Evidence: not just concerning the surgical procedures that had to be experienced but the potential behaviours of the person that could adversely affect the person. The actions of the staff had had a positive outcome for this person and their quality of life had been maintained. Medication is stored appropriately and a monitored dosage system is in place. All medications received are recorded and any returns to the pharmacy supplier are also recorded. Medication administration records were noted to be appropriately recorded. Action was taken by the Manager to ensure that medication administered on the day of the visit had been recorded. A list of prescribed medication for each person is included on care plans and information on each medication is retained for reference. A system is in place when medication is handed over to relatives when individuals stay with them. TRAINING. No controlled medications are prescribed at present and any medication procedures such as injections are not carried out by the staff but are undertaken by health care professionals. Concerns, complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them, know how to complain. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . The families of those who use the service are able to influence the running of the service through the complaints procedure devised by the service. Appropriate complaint procedure formats to reflect the communication needs of individuals should be devised. Those who use the service are protected from abuse. Evidence: A complaint procedure is available which makes reference to the role of the Commission for Social Care Inspection. No complaints procedure for those who use the service has been devised given the different communication needs of individuals. It is recommended in this report that one is devised. The service and the Commission For Social Care Inspection have not received any complaints or concerns since the last inspection. A complaints record is maintained and outlines the nature of any complaints and detail of how these are investigated. The service has obtained a copy of the Local Authority procedure for the reporting of abuse. No allegations have been made since the last key inspection. Staff are provided with training in abuse awareness. Behavioural strategies are in place for each person and these are utilised to ensure the psychological health of individuals. Staff receive training in dealing with those individuals who display a challenging behaviour and this involves positive interactions with individuals and strategies for dealing with any issues. These strategies were witnessed during the visit as staff sought to reassure one individual while they met with the Inspector. Policies and procedure are in place for staff. These include reference for limitations for staff when dealing with the financial affairs of individuals and their involvements in gifts or wills. A whistle blowing procedure is available. Interview with a staff member confirmed that they were aware of it and staff had signed to confirm their awareness of the content of the procedure. The procedure itself does not clearly identify the role of the Commission For Social Care Inspection in whistle blowing. The specific role is Evidence: raised as a recommendation in this report. Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, comfortable, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. People have enough privacy when using toilets and bathrooms. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who live at Grassendale Road benefit form living in a pleasant and welldecorated environment, which is hygienic. Evidence: A tour of the premises was undertaken. The internal decoration of the building has been redecorated and some refurbishment has been undertaken. The kitchen area has been refitted recently. A system for the reporting of repairs is in place and is generally satisfactory although there are occasions when repairs have to be re-reported although this response is beyond the control of the service. The building is clean, bright and well decorated with individual accommodation being significantly personalised to reflect the interests of those who use the service. The environment is designed to enable those individuals who prefer their own company to maintain their own space or to mix with other individuals. One person generally prefers their own company and there is sufficient lounge space in the building to enable this preference to be met. Furnishings are of good quality. The building is located in a residential area of South Liverpool and is indistinguishable as a care home. No close circuit television is in use at present. The home was noted to be clean throughout the visit with no offensive odours. A clinical waste collection system is in place and the collection of this was witnessed during the visit. A laundry is available which is separate from food storage or preparation areas. This is an organised facility and contains a mix of industrial and domestic washing Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent, qualified staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. An effective staff team who understand and do what is expected of them supports people. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who sue the service are in the main protected by the recruitment process. Those who use the service are supported by staff who are trained to meet their needs. Evidence: Three personnel files were viewed as part of this inspection. All files are securely stored. The files related to those staff who had come to work at Grassendale Road since the last inspection. In all cases, references had been obtained as well as criminal record checks completed. There was no evidence that identified of individuals had been obtained as part of their recruitment. This is raised as a requirement in this report. An interview with a member of staff confirmed that they considered that their recruitment had been done fairly. Training records for all staff were viewed. Certificates had been retained on file to confirm their attendance on each course. Past training received since the last inspection had included mandatory health and safety topics as well as training which reflected the needs of those who use the service. General training included manual handling, infection control, food hygiene first aid and fire awareness. Specific training included training in Autism awareness, the protection of vulnerable adults, training in positive interventions relating to situations where behaviours may include physical and verbal aggression and training in the sensory needs of those with autism. The latter training is relevant to the needs of two individuals using the service given they have a degree of sensory impairment. An interview took place with a member of staff who had only just been employed by the agency. The individual was able to explain the process for the induction of new staff. The individual confirmed that she had been given access to policies and procedures and was going through them and signing to confirm her understanding of them. In addition to this, she had undertaken a period of shadowing staff during interactions and support with those who use the service. An induction workbook is also Evidence: available and this covers a three-month period in line with the probationary period for new staff. This workbook covers issues such as communication, work practice and work values. Conduct and management of the home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately, with an open approach that makes them feel valued and respected. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service . Those who use the service benefit from receiving support from a service that is managed by an experienced and qualified individual who is knowledgeable about their needs. The service does not consistently recognise the best interests of those who use the service. The health and safety of all is promoted by the practices of the service. Evidence: The Manager has been involved in the service for a number of years and is registered with the Commission For Social Care Inspection. The Manager maintains her own training updates in respect of mandatory topics but also has an extended role in the organisation in respect of training. The Manager is experienced in supporting those individuals with Autism and was able to give a thorough and detailed account of the needs and progress of those who live at Grassendale Road. The service has not yet developed questionnaires for the relatives of those who live there. This is being considered and it is raised as a recommendation in this report. The service always responds to requirements raised during the inspection process and the Manager is aware of the responsibilities of managing a registered service. The Inspector was able to view all records and conduct interviews during the visit with the co-operation of the Manager and staff. A representative of the operating organisation has conducted quality assurance visits in the past but this has not occurred since September 2008. It is required that these occur monthly so that the best interests of those who use the service can be fully taken into account. Training records indicated that staff receive mandatory training in health and safety Evidence: topics such as first aid, fire awareness, infection control and food hygiene. A number of records indicated that the service seeks to promote the health and safety of all. This includes checks to portable appliances, the reporting of accidents, the maintenance of fire detection systems and the safety of gas and electrical wiring. The tour of the premises noted the provision of low surface radiators, window restrictors and the provision of sufficient security on the front door of the building. A clinical waste system is in place and this was noted to be in operation during the visit. A certificate of registration is on display as well as a current insurance certificate. The Manager is aware of her responsibilities of notifying the Commission For Social Care Inspection of any incidents that adversely affect the well being of those who live at Grassendale Road. Are there any outstanding requirements from the last inspection? Yes  No  Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No Standard Regulation Requirement Timescale for action Requirements and recommendations from this inspection Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No Standard Regulation Description Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set No Standard Regulation Description Timescale for action 1 34 17 Personnel files must include 31/01/2009 documentation to confirm the identity of staff members so that those who use the service are protected The responsible Individual 31/12/2008 must conduct monthly and unannounced inspection and report on the quality of support provided by the service so that the best interests of those who use the service are served 2 39 26 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 22 The service should devise a complaints procedure for those who use the service in a format, which reflects their communication needs to ensure that they are enabled to influence the care practices of the service. The service should include the specific role of the Commission For Social Care Inspection to be included in the whistle blowing procedure so that those who use the 2 23 service are fully protected from abuse. 3 39 The Registered Person should devise questionnaires for the families of those who use the service so that they have the opportunity to influence the running of the service Helpline: 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 We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. 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