Care Home: Murton House Residential Care Home

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What the care home does well The staff were friendly and relaxed and showed a good understanding of the service users needs. Arrangements for service users to maintain contact with their family and friends are very good. Several service users often spend weekends with their relatives. A variety of social activities were available providing service users with varied and interesting days. The service has its own transport. Meals are varied, well balanced and nicely presented offering good choice and nutritious food at all meals. All of those spoken to were pleased with the quality and choice available. Meals were seen as a relaxed and social occasion. Hygiene practices were good protecting the health of service users and staff. The home is well staffed with a skilled, consistent and trained staff team giving security to service users. The vetting process for the recruitment of staff helps protect service users. The staff had a good understanding of service users individual needs. More than ninety percent of staff is qualified to National Vocational Qualification in Care level 2 (NVQ) or above providing service users with a trained, skilled staff team. Two service users were very complimentary about the staff. Two service users surveys were returned; both said that they were happy with the care they were receiving; they said that staff treats them well and listened to what they say. Three relative surveys were returned, two were quite positive about the care their relatives received. One said, "Murton is the best thing for my daughter, and I am happy for her to be there, the staff are very caring". Another said, "The staff are very friendly, the home is in a pretty village, sometimes the driveway looks a little neglected". What has improved since the last inspection? The majority of the requirements and recommendations from the last inspection have been met, these include: improvements to the environment, corridors and bedrooms have been decorated; new flooring has been ordered for the kitchen and bathroom. Staff receives regular supervision sessions, and fire drills. Robust medication records are being maintained.Service users care records are being updated and evaluated on a regular basis. What the care home could do better: The Trust in conjunction with the landlord must make sure there is an adequate heating in the home. The heating system has not worked effectively since first reported by the CSCI on 13.11.05. Supplementary heating is currently being used to keep the lounge/dining room and service users bedrooms warm. It is essential that this is addressed within the next six months, and a copy of the action plan must be submitted to the CSCI. As part of the homes quality assurance system, the results of the service users surveys must be published and made available to prospective service users and their representatives. One relative survey returned said, "There is not enough staff in the evenings to take service users out, and rarely at weekends". They also said that, "It is not easy to make a complaint, it feels very awkward". It is recommended, that the manager inform all service users representatives about how to access the Trusts complaint procedures, and the various avenues they can take to raise any concerns that they may have. CARE HOME ADULTS 18-65 Murton House Residential Care Home Murton House Murton Village Shiremoor Newcastle Upon Tyne NE27 0LR Lead Inspector Jim Lamb Key Unannounced Inspection 8th January 2008 10:00 Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 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 Murton House Residential Care Home DS0000000330.V354515.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 Adults 18-65. 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. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Murton House Residential Care Home Address Murton House Murton Village Shiremoor Newcastle Upon Tyne NE27 0LR 0191 2966071 0191 2966071 murton@murtonhouse.wanadoo.co.uk 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) Northumberland, Tyne & Wear NHS Trust Mr Martin O`Nions Care Home 5 Category(ies) of Learning disability (5) registration, with number of places Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The number of persons for whom residential accommodation with board and care is provided at any one time shall not exceed 5 men or women 6th December 2006 Date of last inspection Brief Description of the Service: Murton House is situated in the quiet village of Murton. It is a two storey detached house in keeping with the local community. Accommodation is provided on two floors. There are two lounges on the ground floor and dining areas are available in the lounge and the kitchen. A large, secluded garden is available at the rear of the building and is easily accessible to the people who live here. A public house is situated in the village and the bus service passes the front of the house. A car is also provided for transporting people to venues of their choice. Copies of the Home’s Statement of Purpose and this Commission’s inspection reports were available in the Home. The current scale of charges was between £1074.80 and £1079.80. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Summary: How the inspection was carried out Before the visit: We looked at: • Information we have received since the last visit on 6.12.06 • 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 8.1.08. During the visit we: • • • • • • Talked with people who use the service, staff, and the manager. Looked at information about the people who use the service & how well their needs are met, 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 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 staff were friendly and relaxed and showed a good understanding of the service users needs. Arrangements for service users to maintain contact with their family and friends are very good. Several service users often spend weekends with their relatives. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 6 A variety of social activities were available providing service users with varied and interesting days. The service has its own transport. Meals are varied, well balanced and nicely presented offering good choice and nutritious food at all meals. All of those spoken to were pleased with the quality and choice available. Meals were seen as a relaxed and social occasion. Hygiene practices were good protecting the health of service users and staff. The home is well staffed with a skilled, consistent and trained staff team giving security to service users. The vetting process for the recruitment of staff helps protect service users. The staff had a good understanding of service users individual needs. More than ninety percent of staff is qualified to National Vocational Qualification in Care level 2 (NVQ) or above providing service users with a trained, skilled staff team. Two service users were very complimentary about the staff. Two service users surveys were returned; both said that they were happy with the care they were receiving; they said that staff treats them well and listened to what they say. Three relative surveys were returned, two were quite positive about the care their relatives received. One said, “Murton is the best thing for my daughter, and I am happy for her to be there, the staff are very caring”. Another said, “The staff are very friendly, the home is in a pretty village, sometimes the driveway looks a little neglected”. What has improved since the last inspection? The majority of the requirements and recommendations from the last inspection have been met, these include: improvements to the environment, corridors and bedrooms have been decorated; new flooring has been ordered for the kitchen and bathroom. Staff receives regular supervision sessions, and fire drills. Robust medication records are being maintained. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 7 Service users care records are being updated and evaluated on a regular basis. 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. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 1 2 5 People who use the service experience good outcomes in this area. This judgement has been made using available evidence including a visit to this service. Prospective service users are provided with enough information about the service to enable them to make a choice about where they want to live. All service users are appropriately assessed prior to admission into the home. All are provided with a written contract explaining their terms and conditions with the home. EVIDENCE: Details of the extra charges and what these are for, are in the contract given to service users and are agreed prior to their admission. The homes Statement of Purpose and the Service Users Guide both contained the full range of information required. Two service users’ files were checked and each included a full needs assessment. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 10 They contained a range of appropriate information. The service users are involved in drawing up both these initial assessments and the home’s subsequent service user plans. The 2 service user plans checked by the inspector were comprehensive, and listed details of service user’s needs and actions taken by the staff to meet these needs. Two care plans were checked and two staff interviewed, which confirmed that a range of specialist services was provided to service users. Staff interviewed had had a range of relevant training and experience. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 11 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6 7 9 People using the service experience good quality outcomes in this area. The care planning system is clear enough to ensure that staff has the information they need to meet the assessed needs of the service users. Service users are supported to make decisions about their lives, and take risks to promote their independence. EVIDENCE: There are comprehensive assessments in the service users’ care plans. There is also a comprehensive risk assessment of service users. These should all be agreed and signed by service users that are able or their representatives. There are advocacy arrangements, as well as family input, to represent service users. Each service user has an allocated key worker. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 12 Care plans are drawn up with service users. Plans are amended and reviewed on a regular basis. 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. Service users can use a range of external agencies that promote independence. Any rights that are restricted are linked to risk assessments. Each service user receives support from staff to manage their finances. Service users’ indicated that they are able to make decisions for themselves, and that they are happy with the care that they receive. All service users appeared happy and content. One service user interviewed said, “I like living here, the staff are very good and they take good care of me”. Another said that, “The food is very good, and I help with the shopping, I like to go to different places with the staff, and we have very good holidays”. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 13 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12 13 14 15 17. People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Service users are supported to live a normal life in the community. They have regular access to a wide range of community activities, and maintain contact with their family and friends. They receive support and encouragement to enable them to be in control of their own lives. EVIDENCE: Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 14 Each service user has a practical life skills assessment carried out. This is reviewed and updated on a regular basis. All service users participate in this process. Service users use a range of community-based services, which promotes and provides opportunities to learn and use life skills. Service users are supported to live a normal life in the community. They are supported and encouraged to be in control of their own lives, to enjoy their own interests and to continue their education. The staff team continue to liaise closely with external professionals in order to monitor each service user’s progress. All service users are supported to maintain very close links with their families. They can choose who they want to see and when. Several enjoy regular overnight stays with their relatives. Daily routines promote independence, choice and freedom of movement. Service users are involved in light housekeeping tasks. 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, and service users help with the food shopping. Service users that are able have access to the kitchen and can prepare drinks and snacks for themselves if they wish. Three service users said that the food was very good. During the last six months the service users have been on holiday, some to Holland and other to France. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 15 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18 19 20 People who use the service experience good quality outcomes in this area. Suitable plans of support were in place and staff understood the health care needs of the service user. The health care needs of service users are monitored and recorded. The arrangements for the administration and recording of medication are satisfactory. This mean’s that service users receive the health care that they need. EVIDENCE: Service users do not have any moving and handling needs and they need minimal help with personal care tasks, such as bathing and dressing. Privacy and dignity are respected at all times. Service users do not currently need any technical aids or equipment. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 16 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. Staff who have completed relevant training administers medication. A sample of medication records was examined. Clear directions were recorded and each dose of medication was signed for, or a code entered to verify the reason not given. 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. All staff has had accredited medication training. Controlled drugs prescribed were checked, appropriate systems and procedures are in place. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 17 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 23 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. Procedures are in place to protect service users from abuse or harm. All staff has undertaken Safeguarding Adults training. Service users are confident that their concerns/complaints are listened to and acted upon. EVIDENCE: There is a complaints procedure. It contains details about how to make a complaint, and this is produced in a pictorial format. The procedure is written in a way that ensures service users fully understand its contents. In earlier inspections, service users said that they had been given copies of the procedure and that staff listened to their complaints and dealt with them fairly. The home keeps a record of complaints. Since the last key inspection there have been no complaints received. One service user said that he would know how to make a complaint if he was unhappy about anything. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 18 The home has a Whistle Blowing policy and the Local Authorities Vulnerable Adults procedures. The home also has a copy of the Department of Health’s document, “NO SECRETS”. The protection of vulnerable adult training is ongoing for all staff. The Home keeps detailed financial records on behalf of the service users. Each has an individual bank account. Receipts of personal spending are kept. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 19 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 25 26 27 28 29 30 People who use the service experience adequate quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. The home provides a comfortable and safe environment for those living there. The standard and decoration within the home is generally good. Some areas still need to be improved, (central heating system). Communal areas and bedrooms are large enough to meet the service users needs. All areas within the home are well maintained, clean, tidy and free from offensive odours. EVIDENCE: The home was clean, well decorated and well maintained. The grounds were tidy, safe, highly attractive and accessible. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 20 The home has an appropriate amount of sitting, recreational and dining space. There are enough rooms for a variety of activities to take place. Service users confirmed they could see visitors in private in their own rooms. Furnishings and fittings were domestic in design and in very good condition. Lighting was bright and domestic in design. All bedroom doors have privacy locks. Room sizes meet the minimum required. There is space on either side of beds when necessary, to enable access for carers and specialist equipment. Several service users have a double bed and each room was highly personalised. The bedrooms have opening windows, and the rooms were centrally heated, However the central heating system throughout the home is not adequate. Since the last inspection visit, the manager has purchased an electric fire for the lounge area, and some free standing electric radiators for service users bedrooms. It is now essential that the provider and the landlord make arrangements for a suitable heating system to be installed, this is outstanding since November 2005. 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 well organised. The washing machine has the specified programme to meet disinfection standards. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 21 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32 34 35 People who use the service experience good quality outcomes in this area. This judgement has been made using available evidence including a visit to this service. There is a good match of well-qualified staff offering consistency of care within the home. There are robust procedures in place for the recruitment and selection of new staff, which helps to protect service users. The staff receives supervision and this provides them with a good understanding of the service users support needs. EVIDENCE: Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 22 Staff levels on the day of the inspection met the agreed level. There is usually 3 or 4 staff between 8am and 9pm with one waking night staff between 9pm and 8am. Staff said that staffing levels were appropriate. All the staff were over 18 years of age and those left in charge were at least 21. Training needs of staff are identified in supervision and appraisal sessions. The Trust has a very good training and development programme in place for all staff employed. The training programme meets The National Training Organisation requirements for the first six months. 90 of the staff has achieved NVQ level 2 or above. The Trust has a rigorous staff recruitment and selection process to ensure that all appropriate checks and references are in place prior to employment. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 23 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. 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 are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37 39 42 People who use the service experience good quality outcomes in this area. 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. The systems for service users’ consultation are good, and service user’s views are both sought and acted upon. The health and safety of the service users is promoted. The service is aware of equality and diversity and its implications. EVIDENCE: Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 24 The manager has many years experience in senior management and has the appropriate qualifications, experience and skills necessary to manage the service. Staff spoken to were clear about their responsibilities. Staff spoke positively about the service saying both staff and service users contribute to the development of the home. Service users are told when inspections take place and they are shown inspection reports (Easy read summary) copies are available for relatives and others to see. The Trust has continued to develop policies and procedures which have been linked to the National Minimum Standards. A quality system is in place to monitor the quality of the service provided, this involves gaining feedback from service users, relatives and professionals involved with the home, the outcomes will be published and made available to all prospective service users. The home is also in the process of implementing an annual development plan, on completion the manager will forward a copy to the CSCI. The records inspected were found to be appropriately completed. These included the fire log book, personal allowance records and Health and Safey records. There are appropriate maintenance contracts for the home. Water storage tanks, gas and electrics are checked annually. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 25 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 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 3 2 3 3 X 4 X 5 3 INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 3 ENVIRONMENT Standard No Score 24 2 25 3 26 3 27 3 28 3 29 3 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 3 35 3 36 X CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score X 3 3 3 3 LIFESTYLES Standard No Score 11 X 12 3 13 3 14 3 15 3 16 X 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 X 3 X X 3 X Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 26 Yes Are there any outstanding requirements from the last inspection? 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 YA24 Regulation 23-(2) (p) Requirement The Trust and the Landlord must make sure that there is adequate heating in the home. (Previous timescale of 30/11/05 not met.) The heating system is not working effectively and supplementary heating was being used to keep the home warm. Forward a copy of the action plan to the Commission. Timescale for action 30/06/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. 2. Refer to Standard YA22 YA39 Good Practice Recommendations Provide all service users representatives with a copy of the Trusts complaints procedures. As part of the homes quality assurance system, publish the results of the service users surveys and make them DS0000000330.V354515.R01.S.doc Version 5.2 Page 27 Murton House Residential Care Home available to all prospective service users and their representatives. Murton House Residential Care Home DS0000000330.V354515.R01.S.doc Version 5.2 Page 28 Commission for Social Care Inspection Cramlington Area Office Northumbria House Manor Walks Cramlington Northumberland NE23 6UR 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. 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