Care Home: Musgrave Court

What the care home does well The home is very welcoming and staff are well trained and competent to meet the needs of the people who live there. The manager provides clear leadership and direction and makes sure that staff are properly trained and have the knowledge to look after people properly. They are skilled at communicating with the people who live at the home and support people to continue to make choices about their lives.People said: "Respect, dignity, holistic care, addressing individual needs" "Musgrave Court seem to provide an excellent service" "I feel the care service look after everyone as I would expect to be looked after myself" What has improved since the last inspection? There have been improvements throughout the service in that care planning has been a priority to develop a system more pertinent to the people who live at the home. The manager has worked had to improve the records. There is an additional member of care staff on night duty meaning that people have better support and supervision over night. There have also been ongoing environmental improvements meaning that people live in a comfortable environment, which is suited to their needs. What the care home could do better: The home continues to provide a good quality of care for people with dementia. The manager and her staff are committed to the continued development and improvement of the service and facilities. The care records should be more person centred. This is so that people are looked after in the way they want to be. Individual strengths and abilities should be highlighted so that people maintain as much independence as possible for as long as possible. The improvements made to the delivery of occupation and activities should continue and be further developed so that people are occupied and have stimulation in their day-to-day lives. CARE HOMES FOR OLDER PEOPLE Musgrave Court Crawshaw Road Pudsey Leeds LS28 7UB Lead Inspector Catherine Paling Key Unannounced Inspection 25th November 2008 09:40a X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Musgrave Court DS0000033196.V372907.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. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Musgrave Court Address Crawshaw Road Pudsey Leeds LS28 7UB 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) 0113 2146186 0113 2555965 Leeds City Council Department of Social Services Mrs Judith Levine Care Home 36 Category(ies) of Dementia (1), Dementia - over 65 years of age registration, with number (35) of places Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 30th November 2006 Brief Description of the Service: Musgrave Court is owned by Leeds City Council Social Services Department. There are 36 registered places for people with dementia. Personal care only is provided with any nursing support provided by the community nursing service. There are 3 places for respite care. The home is situated in Pudsey a suburb of Leeds and close to the shops and amenities. Accommodation is provided in single rooms over two floors with a passenger lift giving access. All rooms are single occupancy. There are no en suite facilities but there are spacious and well-equipped communal bathrooms and toilets. The communal lounge and dining rooms are on the ground floor. The home has mature and safe enclosed gardens, which are accessible to people. There are car-parking facilities. Information about the service and the facilities is provided in the form of a brief statement of purpose together with a service user guide. The home has also produced their own brochure, which is available in different formats by request. The current fees range from £102.90 to £497.30 per week with additional charges for hairdressing, chiropody and toiletries. The manager provided this information at the inspection of November 2008. Fees are reviewed each April and the home should be contacted directly for up to date information. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is 2 stars. This means the people who use this service experience good quality outcomes. This was an unannounced visit by one inspector who was at the home from 09:40 until 16:20 on the 25th November 2008. The purpose of the inspection was to make sure the home was operating and being managed for the benefit and well being of the people who live there and in accordance with requirements. Before the inspection accumulated evidence about the home was reviewed. This included looking at any reported incidents, accidents and complaints. A number of documents were looked at during the visit and all areas of the home used by the people who lived there were visited. A good proportion of time was spent talking with the people at the home as well as with the acting manager, the staff and the provider. An Annual Quality Assurance Assessment (AQAA) had been completed by the home before the visit to provide additional information. This is a selfassessment of the service provided. Survey forms were sent out to the home before the inspection providing the opportunity for people at the home, visitors and healthcare professionals who visit to comment, if they wish. Information provided in this way may be shared with the provider but the source will not be identified. A number of surveys were returned by the time of this visit. Comments received appear in the body of the report. What the service does well: The home is very welcoming and staff are well trained and competent to meet the needs of the people who live there. The manager provides clear leadership and direction and makes sure that staff are properly trained and have the knowledge to look after people properly. They are skilled at communicating with the people who live at the home and support people to continue to make choices about their lives. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 6 People said: “Respect, dignity, holistic care, addressing individual needs” “Musgrave Court seem to provide an excellent service” “I feel the care service look after everyone as I would expect to be looked after myself” What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 7 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 Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 8 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 (Standard 6 does not apply to this service) People who use the service experience good quality outcomes in this area. People are provided with information to enable them to make an informed choice about the home. The admission process is good and includes introductory visits as part of the pre-admission assessment. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “We provide a comprehensive welcome pack to all potential service users. The service users guide and the statement of purpose provide additional information. All prospective service users are invited initially for an informal chat and a tour of the home. We encourage potential users of the service to call in at any time with or without an appointment. A more formal introductory visit and assessment is then arranged, this enables the service users and the home to determine if individual needs can be met”. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 9 We looked at a sample of records and saw that information about the person is collected from a variety of sources. This information is used together with the home’s own assessment so that people can be sure that care needs can be met at the home. Further assessment is completed after admission as staff get to know the person and they settle at the home. A number of people who come to the home for regular respite come to stay permanently at the home: People said “Noticed my husband was happy there when he went for respite” “My wife came to look round and thought it ideal and my daughter as well” “We were given a guided tour and ample information” Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 10 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 People who use the service experience good quality outcomes in this area. Overall, there is enough detail in the care records for staff to know how to look after people properly. Medication practices are safe. Staff respect the privacy and dignity of the people they look after. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “All service users have a designated key worker who works closely with the individual, family friends and other professionals (as appropriate) and the supervising officer to develop an appropriate and comprehensive care plan which reflects the individual needs and preferences. The language used is personable and instructive. Individual key workers ensure the plans are updated monthly, but the team ensures the plans are updated following any significant event or change in needs. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 11 All primary health care needs are met and we ensure service users have access to specialist services as required. All interventions are based on the principles of care, as a dementia care home, staff work hard to maintain and promote privacy and dignity. All senior staff have received training in medication procedures and have good understanding of possible side effects.” Since the last inspection the manager has been working with a colleague to develop the lifestyle plans to make sure that they contain accessible and relevant information for staff so that they know how to look after people properly. We looked at a small sample of individual records in detail. Everyone who lives at the home has a detailed plan of care. We saw from records that people have their healthcare needs met and there were clear records of General Practitioner (GP) visits and the involvement of any other healthcare professionals, such as the optician and district nurse. Although there was some good detail in care plans they were not always person centred. Care plans needs to be clear about individual preferences and should focus on what people can do for themselves as well as the support they need from staff. For example, one plan for personal hygiene stated ‘enjoys bath or shower’ and ‘assistance of one carer’. There was no detail of what this person could do themselves and exactly what assistance was needed from staff. The assessment of need is a very useful document but as a care plan needs to have more detail about individual needs. We discussed the option of developing more detailed person centred care plans for specific issues which would also allow more effective monthly reviews of care. There was evidence in records of regular in-house reviews and there were good records of these, which included the input of relatives and the person wherever possible. People said: “Respect, dignity, holistic care, addressing individual needs” “Musgrave Court seem to provide an excellent service” “I feel the care service look after everyone as I would expect to be looked after myself” “He says that he has seen the dentist” “My father always appears contented and well presented” “very pleased with the care and support I receive” “Staff are available when I require help” “I see the doctor when I need to” Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 12 “We always try to meet the residents needs. Respecting their Dignity and Privacy. Offering choices and making sure they are happy and cared for at all times.” We saw that a whole range of risk assessments are completed for people around manual handling, the risk of falling and nutritional risk. Everyone who is involved in the administration of medication has had training. Further accredited training and update is planned from January 2009. One senior member of staff takes the lead in overseeing the medication. In addition the manager also carries out regular checks to make sure that practices are safe. Musgrave Court DS0000033196.V372907.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 People who use the service experience good quality outcomes in this area. People are supported in maintaining contact with family and friends and to make choices. People are provided with a good, varied and nutritious diet that takes into account individual choice. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “We provide an extensive range of varied activities which are based upon users preferences and are tailored to meet the needs of people with dementia. Whilst the activities programme is planned it is very much user led on a daily basis. We have a very flexible approach to daily living and whilst some service users benefit from a degree of structure others do not. Links with the community are maintained and church services are held on a monthly basis for those who wish to attend. Visitors are welcomed at any time unless the service user requests otherwise. We have a visitors policy in place and advice on how to maintain involvement in the care of their relative should they wish to. We have a visitor’s room for those who wish to use it. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 14 Residents are enabled to make choices on a daily basis with regard to all aspects of daily living. Meals and mealtimes are tailored to meet individual requirements and feedback forms are completed when menus are reviewed.” Since the last inspection the manager has carried out a major review of activities and occupation offered to people at the home. People have been involved as far as possible either by asking them directly about activities they like or by observation depending on individual abilities to communicate and understand. There is regular entertainment provided and there were lots of plans for the Christmas festivities, including a pantomime organised by the staff. On the day of the visit there was a relaxed atmosphere and staff were interacting well with people. One member of staff was playing a ball game and she moved around all areas of the lounge and involved almost everyone. After lunch staff were helping people choose and write Christmas cards. People were given opportunities to play other games and sometimes they joined in and sometimes they did not but all were given the chance. One person goes out every afternoon for a walk with a member of staff, which enables him to smoke freely and which he clearly looks forward to. Mealtimes were calm and unhurried with choice given to everyone. People said: “I enjoy the food served there is always choice” “Like to go out for walks and visit daughter who lives nearby” Musgrave Court DS0000033196.V372907.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 People who use the service experience good quality outcomes in this area. There is a robust complaints procedure and people are listened to and issues are acted upon. People are protected by safeguarding procedures. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “We have a comprehensive compliment and complaints procedure which responds to any issues raised. We encouraged feedback from all those that use the service and the policy is included in the welcome pack and the service users guide and the statement of purpose as well as being displayed around the home. We look for ways to resolve issues and identify ways to improve. We have a robust Adult protection referral system and any issues are responded to in line with policy requirements. The team receive training in adult protection issues and the management team raise awareness as an ongoing issue due to the vulnerability of the client group.” Returned surveys all indicated that people knew how to raise concerns and felt able to do so. We saw clear notices and information about how to complain around the home. The manager keeps a log of any complaints received. We saw records of just one since the last visit that had been dealt with properly. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 16 People said: “The managers are very helpful when needed” “There are notices around” Staff have training in safeguarding adults and know what to do if they have any concerns. The managers hold in-house training to discuss issues to make sure that there is good staff awareness of safeguarding vulnerable adults. Musgrave Court DS0000033196.V372907.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 and 26 People who use the service experience good quality outcomes in this area. People live in a safe, comfortable and well maintained environment. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “How we have improved in the last 12 months: • New flooring to 6 bedrooms, main lounge and small lounge • All bathrooms and toilets re-furbished to include a shower room • New seating for the lounge • Small lounge decorated • Upstairs and downstairs corridors redecorated • 6 bedrooms redecorated • 2 televisions purchased for the lounge areas Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 18 Our plans for improvements in the next 12 months; • work is due to commence on the extension this month • work to commence on the sensory garden • continue to improve the lounge upstairs to enable it to be used for more activities • main entrance door to be adapted to enable it to be opened with a touch pad” The manager is committed to continuing to improve the facilities for people living at the home. The refurbished bathrooms and toilets have been completed to a very high standard with a range of assisted baths and a fully assisted shower room. The extension is nearing completion early in 2009 and will provide more communal lounge and dining space. The manager is currently considering the best use for this additional space. The planned improvements to the outside garden area will further enhance the facilities available to people. People’s bedrooms looked comfortable and inviting with personal belongings in evidence. The laundry was clean, tidy and well organised. There is a sluice washer provided but the laundry assistant and manager said that hand sluicing was still necessary for heavily soiled items. The manager was asked to review the arrangements as hand sluicing should not be necessary and should cease in the interests of infection control. The manager stopped this practice immediately. Musgrave Court DS0000033196.V372907.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 People who use the service experience good quality outcomes in this area. People are cared for by competent and well trained staff. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “Staff training is a high priority for the team and they receive a combination of formal and informal, in house and external training throughout the year. Over 50 of the care team have NVQ2. Two of the domestic team have NVQ 1 and 2 in cleaning. Three of the senior care staff have completed NVQ3 and all the officer team have NVQ3. Recruitment procedures are based on equal opportunity policies and we attempt to fill vacant posts as soon as we are able. New staff are only confirmed once a satisfactory CRB check has been received. All new staff receive comprehensive induction training. We compile an annual training plan for the team, which is in part a result of supervision (formal and observational) and also current trends and legislation.” Since the last inspection the number of staff on night duty has increased from 2 to 3. All the staff we spoke with said that they thought that there were enough staff to look after people properly. Staff all felt that they were Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 20 properly trained and had plenty of opportunity for training. Almost all the care staff have achieved a National Vocational Qualification (NVQ) in care at level 2. Several have also achieved NVQ at level 3. We looked at some individual staff files and saw that all the required checks are completed before staff start work at the home. Care staff are supported in their role by an established ancillary staff team who also have the opportunity to work towards relevant NVQ qualifications. People said: “Lots of in house training given also courses attend regularly and refresher course given” “These courses are excellent as they keep us fully updated on all new equipment and residents rights” “ I was not able to start employment at this establishment without a full CRB”. “Appraisals and supervision done by our manager and any issues we have between these meetings can be taken up with the manager or our supervising officer” “Sometimes we don’t have enough staff for one to one but we always have enough to make sure the service users needs are met on a daily basis” Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 31, 33, 35 and 38 People who use the service experience good quality outcomes in this area. The home is well managed and run in best interests of the people who live there. We have made this judgement using available evidence including a visit to this service. EVIDENCE: The manager wrote in the AQAA: “The managers experience and qualifications exceed the national requirements. The managers continuous development programme is comprehensive. The manager ensures that the service users, relatives and the staff team are encouraged to voice opinions and make suggestions, with regard to continuous improvement.” Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 22 “ The manager has completed IOSH training and ensures that the home has policies and procedures in place to ensure the health and well being of service users, staff and visitors. Falls are analysed monthly and corrective measures implemented as required”. The registered manager has been in post for 6 years and is well-qualified and competent to run the home. She continues to develop her knowledge and keeps up to date. She is currently considering dementia training via Bradford University. The manager is committed to running the home in the best interests of the people who live there and works hard with her staff team at involving them as far as possible, promoting choice and independence. Since the last inspection visit the home has moved forward on providing activities and occupation for people. People are encouraged to be involved with the support of staff and/or their relatives. A combination of questions and observation is used depending on the individual’s ability to communicate verbally and their capacity to understand. Relatives are kept in touch with meetings, although these are not held regularly, and by means of a regular monthly newsletter. The manager has an open door policy and people call in to speak with her informally. The manager used the most recent relatives meeting as a forum to discuss important new areas such as the Mental Capacity Act and the deprivation of liberty. The home has also been involved in the Dignity in Care scheme. Staff meet regularly and feel well supported by the management team. Staff said: “Our manager is always available to offer guidance and support” “I value my managers opinions views and advice” “Any training which staff feel they need is available through our line manager” “Appraisals and supervisions done by our manager and any issues we have between these meetings can be taken up with the manager or our supervising officer” The manager has clear systems in place to monitor the quality of the service. Musgrave Court DS0000033196.V372907.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 X X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 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 X X X X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 3 X 3 X X 3 Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP7 Good Practice Recommendations Records should be further developed in a more person centred way so that people can be sure that they are looked after in the way they want. Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection North Eastern Region St Nicholas Building St Nicholas Street Newcastle Upon Tyne NE1 1NB National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI Musgrave Court DS0000033196.V372907.R01.S.doc Version 5.2 Page 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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