Care Home: Heston House Care Home

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What the care home does well The home provides a service to people who have different cultural, religious and linguistic needs. The care needs of prospective residents are appropriately assessed prior to admission. People`s changing needs are being identified within person centred care plans which are appropriately drawn up and regularly reviewed.Separate social, religious, cultural, linguistic and dietary needs are being met and contact with relatives and/or friends is encouraged and facilitated. Complaints have been satisfactorily investigated and resolved. Residents appeared appropriately dressed, well cared for and content and were observed relating in a friendly manner with care staff. The majority of people who replied to CSCI surveys and/or were spoken with indicated that they `always` or `usually` received the care and support they needed. One relative spoke positively about marked improvements within a specific unit which he/she visited each week. The Annual Quality Assurance Assessment was completed as required and returned on time. Overall, the home was clean, hygienic and reasonably well maintained. The environment was safe and calm and there was a homely feel within the separate units. What has improved since the last inspection? Seven requirements were made at the last inspection and all had been met. All records were available for viewing. It was reflected that care staff received training on Safeguarding Adults, people`s personal care needs were met appropriately and medication record sheets were accurately documented and signed. All en suit toilets/bath/shower rooms were clean and hygienic. There were no unpleasant odours. Significant improvements have been made within the relatively new unit for people with physical disabilities. Specifically, equipment for meeting individual needs are in place and includes overhead hoists and shower chairs. People confirmed that they had become more settled and comfortable within their environment. CARE HOMES FOR OLDER PEOPLE Heston House Care Home 201-209 Vicarage Farm Road Heston Middlesex TW5 0AH Lead Inspector Ms Jean Bovell Key Unannounced Inspection 8:30pm 14th May 2008 Date of inspection Example. - 31/12/05 Date inspection Time of inspection (Time started on first day: 24 Hour clock) X10015.doc 14/05/08 20:30 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 Heston House Care Home DS0000032606.V364048.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. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heston House Care Home Address 201-209 Vicarage Farm Road Heston Middlesex TW5 0AH 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) 020 8570 3040 020 8570 6099 belinda.calen@hounslow.gov.uk London Borough of Hounslow Mrs Belinda Jane Calen Care Home 60 Category(ies) of Dementia - over 65 years of age (8), Old age, registration, with number not falling within any other category (46), of places Physical disability (6) Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Any proposed reduction in staffing levels must be discussed with the allocated inspector and agreement given prior to any such proposed reduction being made. 23rd January 2008 Date of last inspection Brief Description of the Service: Heston House is owned and managed by the London Borough of Hounslow. This very large home is sub divided into eight units and each has it own kitchenette, dining area and lounge. Two units are designated to Asian elders and three are for the frail elderly. There is also dementia unit and a unit for younger people with physical disabilities. All meals are prepared in the main kitchen. The Registered Manager has demonstrable experience in working with older people. Diversity is recognised when recruiting staff. Heston House is set back slightly from Vicarage Farm Road which runs through Heston. The home is conveniently located for local amenities and bus routes. Heston House is situated in a large plot of land, most of which is lawned. The home provides a service for elderly frail people, who for what ever reason, can no longer live at home with support. The home aims to support people in maintaining their independence for as long as possible. Conditions of Registration have recently been reviewed by the Commission for Social Care Inspection. Heston House Care Home DS0000032606.V364048.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 star. This means the people who use this service experience good quality outcomes. This inspection was carried out between 8:30 pm and 10:30 pm on 14th May 2008 and was continued on 15th May 2008 between 12 noon and 7:45 pm. A total of 41 residents were placed at the home and included 3 people on respite care. During the course of the inspection the home’s records, documents, policies and procedures were viewed. A tour of the building was undertaken and observations were made. Two Assistant Resource Managers, two Duty Managers, one Senior Care Worker, six Care Workers including night staff, eight residents and one relative were spoken with. The Registered Manager was on annual leave at the time of the inspection but telephone discussions were held following her return to duty. Requirements that were made at the last inspection and all key Standards were examined. CSCI surveys that were returned from residents and staff, and the home’s Annual Quality Assurance Assessment, were considered. What the service does well: The home provides a service to people who have different cultural, religious and linguistic needs. The care needs of prospective residents are appropriately assessed prior to admission. People’s changing needs are being identified within person centred care plans which are appropriately drawn up and regularly reviewed. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 6 Separate social, religious, cultural, linguistic and dietary needs are being met and contact with relatives and/or friends is encouraged and facilitated. Complaints have been satisfactorily investigated and resolved. Residents appeared appropriately dressed, well cared for and content and were observed relating in a friendly manner with care staff. The majority of people who replied to CSCI surveys and/or were spoken with indicated that they ‘always’ or ‘usually’ received the care and support they needed. One relative spoke positively about marked improvements within a specific unit which he/she visited each week. The Annual Quality Assurance Assessment was completed as required and returned on time. Overall, the home was clean, hygienic and reasonably well maintained. The environment was safe and calm and there was a homely feel within the separate units. What has improved since the last inspection? What they could do better: Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 7 Five requirements were identified at this inspection. These related to moving and handling issues, aids, staffing and training. Training for meeting the different needs of the people who use the service and also in food hygiene and infection control must be delivered to all care staff. Care staff must ensure that practice involving moving and handling of people, is carried out in a sensitive and respectful manner. Individual requests for equipment to assist independent transfers must be acted upon within a reasonable timescale. The reported views of relatives regarding the practice of identified agency staff should be appropriately acted upon. Suitably experienced and competent staff must cover duty at all times and staffing levels at night must reflect the needs of residents, unforeseen incidents/emergencies and the layout of the building. 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. Heston House Care Home DS0000032606.V364048.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 Heston House Care Home DS0000032606.V364048.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): 3. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Separate needs led assessments are being carried out satisfactorily prior to people being admitted into the home. The home does not currently provide intermediate care. EVIDENCE: Two residents’ files from each unit were examined at random. All contained detailed background history and written needs led assessments that were undertaken by social workers from the placing authority. It was indicated also, that people’s personal, healthcare, cultural, religious, social and dietary needs Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 10 were subsequently assessed by the home and formed the basis on which initial care plans had been drawn up. Heston House Care Home DS0000032606.V364048.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. People’s changing needs are being accurately reflected on their separate care plans. The home’s policies and procedures on medication are satisfactory. People are, on the whole, treated with respect and their right to privacy is up held. However, moving and handling practices were not, in every case, appropriately undertaken. EVIDENCE: Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 12 A number of care plans were inspected at random. It was indicated that residents were involved in identifying separate changing healthcare, personal and social care needs, and putting into place action plans and set goals. Risk assessments in relation to specific activities within care plans had been carried out and included moving and handling, falls and self-harming. All care plans and risk assessments viewed were regularly reviewed. It was evidenced within care plans that people’s individual healthcare needs were being assessed and met satisfactorily. Specifically, people received access to healthcare professionals as required. Annual dental and optical checks were carried out and residents were accompanied to medical appointments. People who use the service indicated that they received the medical support they needed. Medicines received from the pharmacist and those disposed of/returned were recorded. Prescribed medication was safely and appropriately stored in wall cabinets placed within separate units. Medication administration sheets were accurately documented and signed. The records were reflective of staff training on medication being delivered. Policies and procedures on medication were in place. People that are currently placed at the home lack capacity to self-administer medication. Residents appeared appropriately dressed in separate outfits and hairstyles that reflected individual choice. Care staff interacted with people in a respectful manner and knocked on bedroom doors prior to entering. Nonetheless, a commode was seen being used for transporting a resident to a dining area by the Inspector and a Senior Care Worker who was accompanying her during a tour of the building. The intervention of a Senior Care Worker resulted in a resident being transferred into a wheelchair but inappropriate moving and handling techniques resulted in significant distress to a resident. The incident was appropriately managed by the same Senior Care Worker and was resolved satisfactorily. Related concerns were discussed with an Assistant Resource Manager and we were assured that action would be taken to prevent similar occurrences. Heston House Care Home DS0000032606.V364048.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 good. This judgement has been made using available evidence including a visit to this service. Separate cultural, religious and social needs are being met and people are able to maintain contact with relatives and/or friends. People are able to exercise choice where possible. Wholesome cooked meals are being provided. EVIDENCE: The separate cultural, religious, linguistic and physical needs of people are being met within specialist units. People were observed relating in a friendly manner with care staff of similar backgrounds who were able to meet their specific language needs. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 14 The Inspector was informed by a care worker that prayer sessions which included singing were held each day. Holy Communion was also provided on a weekly basis by a Cleric from the Roman Catholic Church. An activities co-ordinator is employed at the home and organised activities include bingo, painting, craft, and club/social evenings. Day trips were planned during the summer months. A painting session and a club evening occurred at the time of the inspection. People were also observed in separate activities such as viewing television and reading. Residents who replied to CSCI surveys indicated that they were able to take part in activities arranged by the home. Contact with relatives and/or friends are encouraged and facilitated and visitors were seen sitting with residents in separate bedrooms. People receive choice regarding meals, clothing, hairstyles, personal purchases, activities, when they get up on mornings and retire at night. Individual choices and interests are also reflected within personalised bedrooms. Ancillary staff includes a cook, an assistant cook and a kitchen assistant. The menus were indicative of varied and nutritious cooked meals being provided and included cultural preferences. People, with the exception of those that were observed in units designated to Asian elders, received only sandwiches for supper. This observation was discussed with the Registered Manager and we were advised that menus were in the process of being reviewed. Although residents indicated being ‘always’ or ‘usually’ satisfied with meals provided, they asked for more variety. Heston House Care Home DS0000032606.V364048.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. The complaints procedure is in place and people are being satisfactorily protected from abuse. EVIDENCE: The complaints procedure was accessibly placed and clearly detailed. There was recorded evidence that complaints received at the home were being appropriately investigated and resolved. It was indicated on all residents’ surveys received that people knew how to make a complaint. Incidents and accidents were satisfactorily recorded. Training programmes were in place and reflected that training on Safeguarding Adults had been delivered to all care staff. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 16 Three care workers explained their knowledge of safeguarding issues. This included the different areas of abuse and what they would do if a safeguarding incident was reported to them. One of three people spoken with accurately explained what was meant by the term whistleblowing but no one was able to confirm that whistleblowing was incorporated in the training they received. Care workers were aware of policies and procedures on safeguarding being in place at the home but no one had read them. Training on Safeguarding Adults had also been delivered to the Registered Manager and all senior staff. The Registered Manager indicated overall knowledge of safeguarding issues and attends regular ‘practitioners meetings’ at which specific safeguarding incidents are discussed in relation to future policies and practice. People who use the service confirmed knowledge of what they could do or who they should speak to, if they felt unsafe, frightened or uncomfortable. Heston House Care Home DS0000032606.V364048.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, 22 and 26. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The home is clean, hygienic and well maintained. Specialist equipment are in place for maximising independence but individual/specific requests do not receive prompt attention. EVIDENCE: A tour of the building and garden was undertaken. Each unit was clean and tidy and suitably furnished. Hallways and stairwells were adequately tidy. The Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 18 main kitchen and all en suite bath/shower rooms were clean and hygienic and unpleasant odours were not detected. The garden was adequately maintained. There were no issues regarding the laundry. It was indicated on residents’ surveys that the home was ‘always’ or ‘usually’ fresh and clean. Aids such as grab rails, assisted baths and hoists were in place but a resident alleged that repeated requests, over a period of approximately two years, for bed rails to assist independent transfers had not been acted upon. This matter was discussed with an Assistant Manager who confirmed that the requested rails had recently arrived at the home and would be installed on the day of the inspection. Overall, the home was reasonably well maintained. The environment was safe and calm. Heston House Care Home DS0000032606.V364048.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 adequate. This judgement has been made using available evidence including a visit to this service. Staffing levels are adequate but rotas do not at all times reflect the layout of the building, residents’ needs and appropriate matching of experienced and inexperienced staff. Training for meeting the different needs of the people who use the service have not been delivered. The recruitment policies and procedures are satisfactory. EVIDENCE: Three Assistant Resource Managers, five senior care staff, twenty four permanent day care staff, an activities co-ordinator and nine permanent night staff were employed at the home. Agency care workers are also regularly used. Ancillary staff includes four housekeepers, two laundry assistants, one cook, one assistant cook, one kitchen assistant and a recently recruited handyman. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 20 Staff rotas were reflective of nine care staff, two Duty Managers, two Assistant Resource Managers, an Activities Co-ordinator and the Registered Manager being on duty during waking hours. Three or four care staff covered waking duty at night. An Assistant Resource Manager explained that night rotas reflected the number of residents at the home at any one time. Two members of the night staff were spoken with. They reported difficulties encountered when three care workers covered duty at night including being unable to respond promptly to the needs of people particularly when there was an emergency or unforeseen event. There was also a fair distance between units. These issues were discussed with the Registered Manager. She was aware of the problem and a meeting with night staff had been held. We were informed that night rotas were in the process of being reviewed. Care staff reported that agency care workers were not always rostered with permanent staff and that inexperienced agency staff often covered separate shifts alongside each other. We were informed by a visiting relative, that immediate action was not taken after he/she informed a ‘Manager’ of poor practice being carried out by an inexperienced care worker and alleged that a particular worker was again seen in the unit the following day. These allegations were discussed with the Registered Manager and we were assured that appropriate action would be taken. A number of recruitment files were viewed at random and all contained copies of the required documents. The Registered Manager confirmed that original documents were held the Human Resources Section based at the Civic Centre. Over 50 of care staff have achieved level 2 National Vocational Qualification in Health and Social Care. It was also indicated on training records that recent staff training delivered included Adult Abuse Awareness and refreshers in Moving and Handling. It was not evidenced that care staff had received recent training in Catheter Care, Infection Control, Food Hygiene or training appropriate for meeting the needs of all the people who receive a service. Of eleven surveys received from staff, five indicated that they had not received training relevant to their role. Those spoken with confirmed that training for meeting the different needs of residents such as younger people with physical disabilities and/or mental health difficulties and older people with dementia, had not been delivered. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 21 Care assistants were observed being attentive in meeting the needs of residents and friendly in their interactions with them. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 22 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): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Registered Manager is appropriately trained and qualified. Effective quality assurance have been undertaken. People’s personal allowances are being safeguarded. The health, safety and welfare of residents are protected. EVIDENCE: The Registered Manager is suitably trained, qualified and experienced. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 23 Care assistants and senior staff reported that the Registered Manager was approachable, supportive and ‘fair’. She visited the separate units each week and ate lunch with residents. The Annual Quality Assurance Assessment document – self assessment - was completed. It detailed what the home did well, what could be done better and how they were going to do it. Numerical information was also included. The home does not hold overall financial responsibility for the people who use the service but personal allowances are being safeguarded. Separate financial records were inspected and no discrepancy was found in relation to income and outgoing expenditure. Health and safety records were reflective of up-to-date checks being carried out including those for gas maintenance, portable appliances, fire safety and water temperature. Tests for Legionnaires had also been carried out. Fire drill records were clearly detailed and indicative of being undertaken on a regular basis. Environmental risk assessments were in place. Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 24 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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 2 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X 2 X X X 3 STAFFING Standard No Score 27 2 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 25 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 OP10 Regulation 13(4)(b) (5) Requirement The Registered Person must make sure that people are moved and handled appropriately to avoid risks to health and safety and ensure that their dignity is respected. Timescale for action 20/06/08 2. OP22 13(4)(b) The Registered Person must 20/06/08 make sure that aids for assisting independent transfers are provided within a reasonable timescale to ensure avoidable risks and promote independence. The Registered Person must make sure that appropriate numbers of experienced/ competent care staff are at all times on duty to ensure that the needs of residents are met satisfactorily. 20/06/08 3. OP27 18(1)(a) (b) Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 26 4. OP30 18(c)(1) The Registered Person must make sure that staff receive appropriate training to ensure that they are competent in meeting the different needs of residents. The Registered Person must make sure that training in Food Hygiene and Infection Control is delivered to all care staff to ensure unnecessary risks to the health and safety of residents. 31/12/08 5. OP30 18(c)(1) 30/09/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 27 Commission for Social Care Inspection London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG 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 Heston House Care Home DS0000032606.V364048.R01.S.doc Version 5.2 Page 28 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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