Care Home: Lilac House Care Home

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What the care home does well External professionals tell us that the staff at the home look after people well and refer any health problems to the doctor. People living there tell us they are happy there and have their needs met. Relatives tell us they are satisfied with the care and support provided. The staff team have been employed for many years and they know the people they care for very well. It’s a family like environment as there are presently only 11 people living at the home. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 What has improved since the last inspection? There has been significant improvement in the management of health and safety within the home to protect people from harm. Staff have received training to make sure they are fully up to date in how to protect people from abuse, how to manage medicines safely and how to provide activities for people with Dementia. The manager is supervising the staff team and developing a quality assurance system to promote improvements in the service for the benefit of people using the service. People have their needs assessed and reviewed more regularly and the care that is planned is in consultation with them. What the care home could do better: We have made 6 requirements as a result of this inspection and 11 recommendations. The manager must ensure he continues to improve the services provided by the home by obtaining suitable medicine storage in accordance with the Safe Custody of Medicines Act. He must also continue with any planned improvements as a result of the notices served by the Environmental Health authority and any notice issued from the recent Fire Inspection to ensure the health and safety of the people in the home. There must be planned maintenance that does not allow areas of the home to become unhygienic or unpleasant to live in. The manager must ensure that he implements suitable guidance to staff about The Mental Capacity Act and Codes of Practice to ensure that people living at the home continue to make decisions about their care and treatment wherever possible or that any decisions taken on their behalf are in their best interest. and in accordance with his duties and responsibilities under the Mental Capacity Act 2005.Lilac House Care HomeDS0000008708.V375636.R01.S.docVersion 5.2 Key inspection report CARE HOMES FOR OLDER PEOPLE Lilac House Care Home 2 Lilac Grove Beeston Nottingham NG9 1PA Lead Inspector Mary O`Loughlin Key Unannounced Inspection 09:00 4th June 2009 DS0000008708.V375636.R01.S.do c Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 2 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report Care Quality Commission General Public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Lilac House Care Home Address 2 Lilac Grove Beeston Nottingham NG9 1PA 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) 0115 925 2319 MANAGER@LILACHOUSE.CO.UK Mr Bashir Ahmed Mrs Sakina Ahmed Mr Imran Ahmed Care Home 19 Category(ies) of Dementia - over 65 years of age (2), Old age, registration, with number not falling within any other category (19) of places Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. Out of the total number of beds 2 beds can be used for the 2 named service users in the category DE(E). 21st January 2009 Date of last inspection Brief Description of the Service: Lilac House Care Home is situated close to Beeston town centre and can be easily accessed by car. Beeston has a wide range of shops and other community facilities. The Home provides long term care for up to nineteen older people. The facilities at the home include a lounge, a dining room, and a second room, which is also used as a dining room. The accommodation is on two floors and is served by a passenger lift. There is a small paved garden at the rear with potted plants and flowers. The fees for this service are currently £300.00 to £355.00 per week. Additional expenditure is charged for hairdressing and chiropody. Further details can be found in the providers ‘Service User Guide’, which is available at Lilac House. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The focus of inspections undertaken by the Care Quality Commission is about the outcome of the care provided to people using the service. This process considers the providers capacity to meet regulatory requirements and focuses on aspects of service provision that need further development. The main method of inspection used was called case tracking. This involves selecting the care records and looking at the quality of the care people receive by talking to them, examining their care files and discussing how support is offered to them by staff members. People living at the home, members of staff and the manager were spoken with as part of this inspection, documents were read and medication inspected to form an opinion about the quality of the care provided. Prior to our visit we looked at all the information we have received about the home, this included an improvement plan that the manager sent to us after our last inspection and information we received from the Monitoring and Evaluation officers at Nottingham County Council. We also communicated with the Environmental Health and Fire services after our last inspection and we used information we received from them regarding any progress that had been made following their inspections of the home. The quality rating for this service is 1 star this means that people who use the service experience adequate quality outcomes. What the service does well: External professionals tell us that the staff at the home look after people well and refer any health problems to the doctor. People living there tell us they are happy there and have their needs met. Relatives tell us they are satisfied with the care and support provided. The staff team have been employed for many years and they know the people they care for very well. It’s a family like environment as there are presently only 11 people living at the home. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? What they could do better: We have made 6 requirements as a result of this inspection and 11 recommendations. The manager must ensure he continues to improve the services provided by the home by obtaining suitable medicine storage in accordance with the Safe Custody of Medicines Act. He must also continue with any planned improvements as a result of the notices served by the Environmental Health authority and any notice issued from the recent Fire Inspection to ensure the health and safety of the people in the home. There must be planned maintenance that does not allow areas of the home to become unhygienic or unpleasant to live in. The manager must ensure that he implements suitable guidance to staff about The Mental Capacity Act and Codes of Practice to ensure that people living at the home continue to make decisions about their care and treatment wherever possible or that any decisions taken on their behalf are in their best interest. and in accordance with his duties and responsibilities under the Mental Capacity Act 2005. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 7 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 on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line – 0870 240 7535. Lilac House Care Home DS0000008708.V375636.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 Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 1-2-3-6 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are assessed before they are admitted to the home and provided with basic information about the homes facilities and services. Intermediate care is not provided at the home. EVIDENCE: Our last inspection found that the manager had admitted people that the home was not registered to provide care for. Since that time he has ensured that the homes statement of purpose reflects the right categories and conditions that the service is registered for, and has ensured that only those that the home is registered to provide care for are admitted. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 10 When we examined the records of the last person admitted to the home we found that the practice of completing a pre-admission assessment document was not applied. The manager had obtained a summary of the social workers assessment and had visited the person before agreeing admission to the home to make sure that the home had suitable facilities and skills to manage the person’s needs. Relatives told us they had visited the home and were very happy with the information they were given about the homes facilities and services. We saw that the manager has a statement of purpose that he can supply to people interested in moving into the home and he is currently reviewing the service user guide, although the documents are only available in a standard format which may not be suitable for everyone. The manager provides people with a contract when they move into the home which contains basic information on what people can expect to receive for the fee they pay, the manager told us this was also being reviewed to be more comprehensive. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7-8-9-10 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People have their health needs met and receive their medicines as prescribed. EVIDENCE: People at the home always tell us they are very happy there and relatives spoken with have no concerns. There are 11 people presently accommodated and the staff know them well. People feel that their needs are met and we have not received any concerns or information from external health or social care professionals about the way people are cared for and supported with their health. At our last inspection there were many areas of none compliance with the Care Homes Regulations that would not ensure people were safe and cared for. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 12 Since that time the manager has made improvements to the way care is recorded and planned for and has ensured staff have more up to date training in people’s needs. There were improvements seen within the 3 care plans we looked at. The manager has introduced a more person centred record for each person, developed around that person’s individual needs. The plans included information on any risks to their health such as falls, nutrition and pressure sores. There were no specific risk assessment tools in use for health needs but the care records indicated that staff were alert to changes on a daily basis and sought external specialist health care when required for the management of changes in people’s health. The care plans did lack details of how all health risks were to be supported by staff, the manager recognises this and intends to improve on the detail recorded. We saw that people had the aids and equipment they needed to support them and equipment such as hoists were in working order with recent servicing records to ensure they were safe to use. The staff have also received training in manual handling and the use of a hoist since our last inspection which now ensures that people who become less mobile will have their needs met accordingly. The staff have access to a medication policy and they have recently undergone updated training in medicine administration. The manager told us that further training is being arranged to all staff that is more comprehensive. There have been improvements in the general storage of medicines and records of medicine administration. We found that cold storage medicines were now stored safely and the medicine cupboards were more accessible to staff. There are now suitable record books available for controlled medicines and a staff signature list that can be used when auditing medicines. The manager told us he is ordering a medicine trolley to store medicines which is required by law. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12-13-14-15 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with activities each day but this could be improved. The food is of satisfactory quality and meets the needs of people who use the service. EVIDENCE: We looked at the 3 person centred plans and these described how people had previously enjoyed social events, their preferences both with religion and diet and their family network. We saw how staff had attended a recent course on the provision of activities for people with Dementia, and staff we spoke to told us they found it helpful and interesting. They had picked up ideas about reminiscence; intended putting together notice boards for people in their own room that showed objects that were familiar to people and which they could relate to. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 14 We saw that people were receiving visitors, having hairdressing and that they had newspapers and television during the day. The manager said he had not thought it necessary to write a programme of activities because people chose what they wanted to do on each day. He had provided some garden furniture for people to sit out and people told us that they had been able to go out during the recent good weather. The meal of the day was nutritious and people told me they were enjoying the food. The recent report from the county council nutritional balance team who had completed an audit of the home on 23/04/09 stated that they were impressed with the standards of kitchen hygiene and cleanliness in the kitchen and storage and evidenced that safer food policies were being used. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16-18 were inspected. People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are listened to and taken seriously. The staff understand how to protect people and report any signs of abuse. EVIDENCE: The Commission have not received any complaints or safeguarding alerts since our last inspection. We examined the homes complaint records and found that one complaint had been received and appropriately addressed by the manager in the last 3 months. There is a complaint procedure available for people but it was not available in different formats that may assist people with understanding it and not clearly displayed. There are now policies available to staff that provide them with guidance on how to manage any suspicion of abuse and staff have also received training from the manager on the different types of abuse to ensure they recognise it and report it appropriately. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 16 People living at the home told us they felt safe and were able to talk to the staff about any concerns. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19-26 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is cleaner and safer and people living there feel it meets their needs. EVIDENCE: At this inspection we found that some improvements had been made to the environment to ensure people were protected from hot water, there were thermostatic control valves fitted to baths and hand basins we inspected, these controlled hot water to a safe level to prevent accidental scalding. The manager had replaced the main entrance door to ensure it complied with fire regulations. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 18 There were window restrictors now in place to prevent accidents. The manager has received an inspection of the home from the Environmental health officers and the Fire officers since our last inspection and continues to work to action plans produced by these authorities. The service now has a policy for the control and management of water storage systems to prevent legionella forming and we saw that the manager now checks hot water outlets regularly. We saw that there was improved cleanliness within the home but some areas had a build up of dust and carpets needed cleaning in main areas. The manager said that he intends to have these areas cleaned. Hygiene equipment is available for staff and they have now received training in infection control through the Department of Health’s Essential Steps publications. There are no ongoing maintenance programmes in place and the improvements have been addressed only as a result of regulation. Some of the décor needs upgrading, old signs that are brown and unreadable are displayed on the office walls, and the visitor’s book, required for fire regulation purposes was not prominently sited and people were not signing in or out of the building. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27-28-29-30 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are improved training opportunities for staff to ensure they have the skills and competencies to meet the needs of people living at the home. EVIDENCE: We know from our last inspection that the recruitment procedure is robust and followed in practice which ensures people are properly checked before they start working at the home. We found that the staff have received training in moving and handling, use of hoisting equipment, infection control, and activities for people with Dementia and medication administration. The manager has obtained National Induction standards but no new staff have been employed at this time. He has also completed a training matrix which will help identify shortfalls in staff training and the dates that refresher training is due. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 20 The local authority quality monitoring officer has visited the home regularly and provided dates for staff training events which the manager has taken up to improve the skills of the staff team. There is a cleaner employed each morning but the lack of a cleaning schedule does not ensure that all areas are regularly cleaned. People we spoke with said they had their needs met and there were no concerns expressed about the numbers of staff available. Lilac House Care Home DS0000008708.V375636.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31-33-35-36-38 were inspected. People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There is improved management of health and safety, staff are supervised and the manager is developing a quality assurance system to seek peoples views of the service provided. EVIDENCE: Following our last inspection the manager prepared an improvement plan for the commission to ensure that he has complied with the Care Standards Act Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 22 and associated regulations. He has shown a willingness to work with us and other agencies to improve the services provided at the home. The manager has undertaken more training, which has provided him with information on different ways of meeting people’s needs in a more person centred way. He has implemented up to date policies in the management of food and kitchen hygiene, ensured staff have received training in their role and worked on general improvements to support an improved quality monitoring system. There is more awareness of the need to promote safeguarding and staff have now got access to policies and training in this area to protect people who may be vulnerable from abuse. There is improved management of health and safety within the home with controlled hot water and the fitting of window restrictors. But as previously mentioned the Environmental Health and Fire authorities have visited the home and inspected the service which has resulted in notices of improvement being issued. Whilst some improvements have been identified during this inspection the manager continues to work on the issues outstanding and will be re visited by these authorities to check they have fully complied if necessary. Staff are now receiving appropriate supervision and records are suitably held for each person. The manager has developed a questionnaire that he intends to send out to people using the service to ask for their views on the quality of the services provided. The registered provider has started to make records of quality visits although these are insufficient to be really useful and reflect the quality of the services. There was no guidance seen, training in place or reference to people’s capacity to consent seen within any records which would show that the manager was aware of and working to the Mental Capacity Act and codes of practice. People who have their money managed by the home have appropriate records and accounting procedures in place, however we did not find any receipts for the regular hairdressing accounts. Policies have been purchased that reflect the National Minimum Standards and the manager said he was to implement these accordingly. Lilac House Care Home DS0000008708.V375636.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 2 3 2 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 2 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 2 STAFFING Standard No Score 27 3 28 3 29 3 30 2 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 2 X 2 X 2 3 X 2 Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP9 Regulation 13 Requirement You must ensure that a suitable medicine trolley is purchased for the appropriate custody of medicines in the home. You must produce a programme of routine maintenance and renewal of the fabric and decoration of the building and keep records of these available for inspection. To ensure that the environment is suitably maintained and pleasant for people living there You must produce a cleaning schedule to cover all routine cleaning. This is to ensure that all areas of the home are kept clean and hygienic. You must ensure that you comply with any notice issued by the Fire Authority to ensure that you have adequate arrangements in place. You must ensure that you complete a policy and procedure that reflects the management of DS0000008708.V375636.R01.S.doc Timescale for action 31/07/09 2. OP19 23 31/07/09 3. OP27 13 31/07/09 4. OP31 13 31/07/09 5. OP33 12-3 31/07/09 Lilac House Care Home Version 5.2 Page 25 6. OP38 13 the Mental Capacity Act and codes of practice so that decisions and assessments of people’s capacity comply with the law. You must ensure that you comply with any notice issued by the Environmental Health authority to ensure that the health, safety and welfare of people at the home are suitably managed. 31/07/09 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP1 Good Practice Recommendations It is recommended that the contact details of Advocacy services are included in the service user guide to enable people to seek independent support and guidance and that you make the information available in different formats to suit people’s needs. Review the resident’s contracts in line with the homes new policies. Provide more details of how risks are to be managed within each person’s care plan so that staff know how to support people. Provide suitable equipment to weigh people. Ensure that you receive certificates for medication training and that these are held in each staff file. Provide photographs on each medicine record sheet for identification. Develop the programme of activities within the home to make sure people have opportunities to take part in a variety of different things to suit their preferences. Display your complaint procedure prominently and in suitably large print to meet the needs of people at the home. Remove and replace all the old and dirty signs that are displayed around the home. Site the visitors book in a more visible place and ensure DS0000008708.V375636.R01.S.doc Version 5.2 Page 26 2. 3. 4. 5. 6. 7. 8. 9. 10. OP2 OP8 OP8 OP9 OP9 OP12 OP16 OP19 OP19 Lilac House Care Home 11. OP35 people sign in and out of the building as required for Fire purposes. Retain all receipts from hairdressing to make sure your accounts are suitably maintained. Lilac House Care Home DS0000008708.V375636.R01.S.doc Version 5.2 Page 27 Care Quality Commission East Midlands Region Citygate Gallowgate Newcastle upon Tyne NE1 4PA National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.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 © (2009) Care Quality Commission (CQC). 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