Care Home: Grosvenor Lodge Care Centre

What the care home does well The home provides a good range of information to people thinking of coming to the home, so they can make an informed decision. The home makes a full assessment of a person`s needs before deciding if it can meet all those needs.The home draws up detailed plans to meet the care needs of its service users. Service users health care needs are also fully assessed and properly met. The home stores medicines safely, and administers them correctly and safely. Service users say that staff treat them well and treat them with respect. All are encouraged to keep in regular contact with family and friends. Service users are also encouraged to take as much control over their own lives, as they are able, and make their own decisions. The service promotes individual rights and choices, and maintains individual`s dignity. Adjustments have been made to the environment to promote people`s independence. The people living in the home are supported to live the life they choose without discrimination. The service users are very complimentary about the food, and there is a balanced diet, with choice included. Complaints and concerns are taken very seriously and are responded to properly. The home is kept clean, hygienic and free from odours. The home has enough staff to meet the needs of the service users. The home is very careful as to how it recruits new staff, and runs all the necessary checks on them to protect service users. The manager is experienced and is providing very positive leadership to the home. The home is being run in the best interests of the service users. Service users finances are protected by the home`s policies and accounting systems. The health and safety of the service users and of the staff are protected by the home`s policies and systems. One service user said that "I love it here, and the staff are very good, nothing is to much for them." Another said, "The staff are kind, and they always listen to what I have to say, and the meals are very good".Grosvenor Lodge Care CentreDS0000063765.V357115.R01.S.docVersion 5.2Page 7 What has improved since the last inspection? The home now has a registered manager, who is providing good leadership. European Care has made some significant improvements to the environment during the last year. There are plans in place to carryout major improvements during the next few months. These include: en-suite facilities to all bedrooms, adapting some bathrooms and toilets, refurbishment of the kitchen and laundry. The manager`s office will also be relocated to the ground floor, and the conservatory will be extended. Since the last inspection visit, all the requirements identified have been met. The service users care records have improved vastly, and new care plan formats have been introduced, and these have been completed to a good standard. The manager and staff are commended for their efforts to achieve care plans that clearly identify service users holistic needs, and how these will be met. Since the last inspection visit, the home has attained the Investors in People Award. What the care home could do better: An arrangement to gain service users views about the type of social activities that they want is underway. This information will enable the service to implement a social activities programme based on service users choice and interests. Service users social care plans also need to be developed further to describe their individual personal interests, likes and hobbies. Producing a pictorial service users guide will help some service users without full capacity to understand its contents. The home should purchase an up to date medication reference book (mims). This will help staff to know and understand more about the mediations prescribed to service users. CARE HOMES FOR OLDER PEOPLE Grosvenor Lodge Care Centre 26 Grosvenor Road South Shields Tyne And Wear NE33 3QQ Lead Inspector Mr Jim Lamb Key Unannounced Inspection 21st April 2008 10:00 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 Grosvenor Lodge Care Centre DS0000063765.V357115.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. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Grosvenor Lodge Care Centre Address 26 Grosvenor Road South Shields Tyne And Wear NE33 3QQ 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) 0191 4569399 0191 4562576 www.europeancare.co.uk European Care (England) Ltd Ms Susan Hodgson Care Home 22 Category(ies) of Dementia (22), Old age, not falling within any registration, with number other category (22) of places Grosvenor Lodge Care Centre DS0000063765.V357115.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 only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP, maximum number of places: 22 2. Dementia - Code DE, maximum number of places: 22 The maximum number of service users who can be accommodated is: 22 30th April 2007 Date of last inspection Brief Description of the Service: Grosvenor Lodge is a large Victorian residence, which has been extended and adapted for its present use as a care home. The home is set in its own grounds in a quiet area of South Shields and is within walking distance of the local shops, post office and churches. The beach is a short car or bus ride away. There is easy access to the town centre and public transport routes. The home provides personal care for twenty-two service users, it does not provide nursing care. All but one of the bedrooms are single, the double room is only available to couples or relatives who request to share. Eleven of the rooms have en-suite facilities. There is a separate dining room, lounge and conservatory, which leads into a garden area. The weekly fees payable range from £365 to £503. Copies of the service user guide and inspection reports are available in the home. Grosvenor Lodge Care Centre DS0000063765.V357115.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 that the people who use this service experience good quality outcomes. How the inspection was carried out Before the visit: We looked at: • Information we have received since the last visit. • How the service dealt with any complaints & concerns since the last visit. • Any changes to how the home is run. • The provider’s view of how well they care for people. • The views of people who use the service & their relatives, staff & other professionals. The Visit: An unannounced visit was made on 21.4.08. During the visit we: • • • • • • Talked with people who use the service, relatives, staff, the manager & visitors. Looked at information about the people who use the service & how well their needs are met. This method is called case tracking. Looked at other records which must be kept, Checked that staff had the knowledge, skills & training to meet the needs of the people they care for, Looked around the building/parts of the building to make sure it was clean, safe & comfortable, Checked what improvements had been made since the last visit. We told the manager/provider what we found. What the service does well: The home provides a good range of information to people thinking of coming to the home, so they can make an informed decision. The home makes a full assessment of a person’s needs before deciding if it can meet all those needs. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 6 The home draws up detailed plans to meet the care needs of its service users. Service users health care needs are also fully assessed and properly met. The home stores medicines safely, and administers them correctly and safely. Service users say that staff treat them well and treat them with respect. All are encouraged to keep in regular contact with family and friends. Service users are also encouraged to take as much control over their own lives, as they are able, and make their own decisions. The service promotes individual rights and choices, and maintains individual’s dignity. Adjustments have been made to the environment to promote people’s independence. The people living in the home are supported to live the life they choose without discrimination. The service users are very complimentary about the food, and there is a balanced diet, with choice included. Complaints and concerns are taken very seriously and are responded to properly. The home is kept clean, hygienic and free from odours. The home has enough staff to meet the needs of the service users. The home is very careful as to how it recruits new staff, and runs all the necessary checks on them to protect service users. The manager is experienced and is providing very positive leadership to the home. The home is being run in the best interests of the service users. Service users finances are protected by the home’s policies and accounting systems. The health and safety of the service users and of the staff are protected by the home’s policies and systems. One service user said that “I love it here, and the staff are very good, nothing is to much for them.” Another said, “The staff are kind, and they always listen to what I have to say, and the meals are very good”. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 7 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. Grosvenor Lodge Care Centre DS0000063765.V357115.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 Grosvenor Lodge Care Centre DS0000063765.V357115.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, 2, 3 & 6 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Prospective service users are properly assessed and are provided with enough information about the service to enable them to make a choice about where they want to live. EVIDENCE: The care records for three service users were examined. These showed that the manager makes sure that a full assessment of a new service users needs is carried out by the person’s social worker before they come into the home. The manager also carries out her own assessment, to be doubly sure that the home can meet all of the new person’s needs. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 10 More detailed assessments are carried out once the new service user has come into the home. These include assessments of risk; of nutritional needs; of social needs; of moving and handling needs and of behavioural needs. A dependency rating scale is also completed. As a result of all these levels of assessment, the manager can clearly demonstrate that all her service users are in a home that can give them the care that they need. All service users are provided with a contract explaining the homes terms and conditions, and fees. The service users guide is available in large print. The service users guide is not currently available in a pictorial format. This would be of benefit to those who no longer have capacity, as it would help them to understand its contents. Grosvenor Lodge Care Centre DS0000063765.V357115.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 & 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The health needs of the service users are met and there is good multi disciplinary working taking place. The promotion of health care is taken seriously, and service users have their personal needs met in the way that they prefer. EVIDENCE: There are comprehensive assessments in the service users’ care plans. There is also a comprehensive risk assessment of service users. There are advocacy arrangements, as well as family input to represent service users. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 12 Care plans are drawn up with service users and their relatives. Plans are amended and reviewed on a regular basis. The service has introduced very holistic new care plan formats; the staff have worked hard to complete these to a very high standard. The new plans are person centred and are based on activities of daily living. There are systems in place that will ensure that the placement and the service users plans are reviewed annually. These involve the care managers and the service users representatives. The service users confirmed that their privacy and dignity are respected at all times. Service users care records showed that they have access to external health care services. G.Ps visit when necessary. Service users are referred for specialist health care if appropriate. All service users receive regular health care checks. The medication systems were examined for ordering, receiving, administering and disposal. The medication systems are managed well. All staff have had accredited medication training. Appropriate systems and procedures are in place for the management of controlled drugs. Staff who have completed relevant training administer medication. A sample of medication records was examined. These include photographs for identification purposes. Clear directions were recorded and each dose of medication was signed for, or a code entered to verify the reason not given. There is an out of date medication reference book (MIMS). The manager said that she would purchase a new one. Privacy and dignity issues are built into the home’s policies and procedures and staff training. All personal care and medical examination/treatment is carried out in private. The dispensing pharmacist offers good support and advice. Service users’ said that they are able to make decisions for themselves, and that they are happy with all aspects of the care that they receive. One service user said, “The staff always treat me with respect, and I sometimes like to spend time on my own in my room, and they respect my wishes”. Grosvenor Lodge Care Centre DS0000063765.V357115.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 & 15 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The service users are offered a good quality lifestyle, which includes social contact, and choice. Individual activities/interests are not fully identified. EVIDENCE: Each service user has a social skills assessment carried out. These are currently being reviewed and updated by the homes newly appointed activities co-ordinator. All service users and their representatives will participate in this process. The completion of the skills assessment will assist staff to implement more detailed social care plans. There are some daily activities available, and entertainers frequently visit the home. Two service users said that they would like more activities, and outings. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 14 The activities co-ordinator is planning a new activities programme that will be based on service users interests and choice. All service users are supported to maintain very close links with their families. They can choose who they want to see and when. The home’s menus are based on the known likes and dislikes of the service users. At least two hot meals are provided each day. The menus are varied and well balanced. The cook had very good knowledge of the service users dietary needs. No special diets are necessary, however the cook said that she has catered for specific cultural diets in the past. All those spoken to said that the meals were very good and that they were always offered a choice. A religious service, which is open to all denominations, is held in the home every four weeks. Grosvenor Lodge Care Centre DS0000063765.V357115.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 & 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home has a good, clear, user-friendly complaint and protection system. Service users are safe and their views are listened to and acted upon. EVIDENCE: There is a complaints procedure. It contains details of how to contact the CSCI to make a complaint, if complainants are not happy with the homes investigation and response. The procedure is written in a way that ensures service users fully understand its contents. Copies are available in service users bedrooms. Three service users said that they had been given copies of the procedure and that staff listened to their concerns and always dealt with them fairly. The home keeps a record of complaints. During the last twelve months there has been three complaints received. All were appropriately investigated and resolved. The home has a Whistle Blowing policy, the Local Authorities Vulnerable Adults procedures, and a copy of the Department of Health’s document, “NO SECRETS”. Staff are aware of these procedures and have easy access to them. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 16 Safeguarding adults training is ongoing for all staff. Service users can deposit cash for safe keeping in the home’s safe and records are kept of accounts. A sample of personal finances records was examined. Transactions were appropriately recorded and had two signatures for each entry. There was plenty of evidence of personal spending. Receipts are obtained for purchases and numbered to cross-reference to the transaction. Weekly checks of balances and cash are carried out. Grosvenor Lodge Care Centre DS0000063765.V357115.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, 21, 22, 23, 24, 25 & 26 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home provides a comfortable, clean, safe and pleasant environment for those living there. EVIDENCE: The home was clean, well decorated and well maintained. The grounds were tidy, safe, attractive and accessible. The home has an appropriate amount of sitting, recreational and dining space. There are enough rooms for a variety of activities to take place. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 18 There are plans in place to carry out major improvements to the environment. This includes: creating en-suite facilities to all bedrooms, refurbishment of the kitchen, relocating the managers office to the ground floor, refurbishment of some bathrooms and toilets, extending the conservatory, relocating the laundry, and general redecoration throughout the home. During the last year, there has been some significant improvements made to the environment. There are new carpets in the corridors, stairs and landings, several bedrooms have been refurbished and decorated, and communal areas have been decorated. Service users can see visitors in private in their own rooms. Furnishings and fittings were domestic in design and in good condition. Lighting was bright and domestic in design. All doors have privacy locks and room sizes meet the minimum required. There is space on either side of beds when necessary, to enable access for carers and specialist equipment. Service users’ bedrooms have opening windows and restrictors are in place where needed. The rooms were centrally heated and the heating level could be controlled within each bedroom. Radiators and pipes were guarded. There was emergency lighting throughout the home. Water is stored at over 60°C. Valves at water outlets ensure water is provided close to 43°C to prevent scalding. The home was clean and free from offensive odours. The laundry facilities are very small but well organised. The washing machine has the specified programme to meet disinfection standards. Grosvenor Lodge Care Centre DS0000063765.V357115.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 & 30 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 match of well-qualified staff, who are appropriately recruited and supervised and who offer consistency of care within the home. EVIDENCE: Staff levels on the day of the inspection met the agreed level for the number of service users. On the day of the inspection there were 14 service users. In addition to the manager, the required numbers of staff were on duty: 3 staff between 8am and 10pm with 2 staff between 10pm and 8am. There are 30 domestic hours, 20 hours laundry, 10 hours admin, 16 hours handyman, and 63 catering hours. All staff were over 18 years of age and those left in charge were at least 21. The training needs of the staff are identified in supervision and appraisal sessions. The homes training programme meets the National Training Organisation requirements for the first six months. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 20 Staff receive at least three days paid training each year. The service has a rigorous staff recruitment and selection process to ensure that all appropriate checks and references are in place prior to employment. The service has a good staff training and development programme in place. All statutory training was up to date and 80 of the staff team has completed NVQ level 2/3. Some staff recently attended training with the Alzheimer’s Disease Society for staff who work with people who have dementia. Senior staff have also attended a workshop organised by Bradford University who specialise in dementia care. This training has been passed on to other staff working in the home. Grosvenor Lodge Care Centre DS0000063765.V357115.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 & 38 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The manager is supported by the organisation in providing clear leadership throughout the home with all staff demonstrating an awareness of their roles and responsibilities, and service users best interests being promoted. EVIDENCE: The manager has the appropriate qualifications, experience and management skills necessary to manage the service. She has been in post for 10 months. All four staff interviewed were clear about their responsibilities, and they had very good knowledge of the service users needs. Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 22 Service users are told when inspections take place and there are copies of reports available for relatives and others to see. A quality system is in place to monitor the quality of the service provided. This involves gaining feedback from service users and their relatives. Professionals involved with the home will also be sent questionnaires. The outcomes will be published and made available to all prospective service users. The home will also produce an annual development plan. There is a health and safety policy and a range of associated procedures. The staff receive training in health and safety and safe working practices (fire safety, moving and handling, first aid, food hygiene, and infection control). The service has an internal training officer who monitors staff training and development needs. Servicing and maintenance agreements are in place for facilities and equipment. All fire safety checks, tests and instructions to staff are conducted at the required frequency and recorded. Water storage tanks, gas and electrics are checked annually. Grosvenor Lodge Care Centre DS0000063765.V357115.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 3 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 3 3 3 3 3 3 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 Grosvenor Lodge Care Centre DS0000063765.V357115.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. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP12 Good Practice Recommendations Ensure that service users interests are recorded and provide them with opportunities for stimulation through leisure and recreational activities in and out the home. To enable all service users to fully understand the contents of the service user guide, information should be made available in a pictorial format. The home must purchase an up to date medication reference book. (MIMS) 2. OP1 3. OP9 Grosvenor Lodge Care Centre DS0000063765.V357115.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB 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 Grosvenor Lodge Care Centre DS0000063765.V357115.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. 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