Care Home: Newbrae Eventide Home

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What the care home does well Before a person moves into the home the manager carries out a detailed assessment of their needs so as assure them that the home will be suitable for them. People are given detailed information about the home so that they know what to expect and how to complain if they are unhappy. Staff are trained to be able to meet the needs of people living in the home and each person has a care plan, which describes their needs and the support they need. Staff ensure that residents receive the medicines prescribed for them and that they see a doctor if they feel unwell. Residents are provided with a range of activities to keep them occupied and stimulated and the home provides a menu of meals, which is reviewed and amended according to the wishes of people living in the home. Residents and their families know how to complain if they are unhappy and staff are trained to recognise and deal with any incidents of abuse or ill treatment of people who live in the home. The home is well managed and the manager is available to discuss any issues with residents and their families. What has improved since the last inspection? The manager addressed all of the regulatory requirements made at the time of the last key inspection. Appropriate storage had been provided for controlled drugs. Staff have received training in safeguarding people who may be vulnerable from harm and are aware of their responsibilities regarding this. Staff are recruited thoroughly and all of the checks such as references and Criminal Records Bureau disclosures are obtained before a person commences work at the home. This helps to ensure that only people who are suitable are employed.Newbrae Eventide HomeDS0000061527.V378251.R01.S.docVersion 5.2 What the care home could do better: All staff working in the home should undertake training in respect of how to support the needs of people who have dementia so that they can better support these residents. Key inspection report CARE HOMES FOR OLDER PEOPLE Newbrae Eventide Home 41 Crowstone Road Westcliff On Sea Essex SS0 8BG Lead Inspector Carolyn Delaney Key Unannounced Inspection 29th October 2009 11:00 DS0000061527.V378251.R01.S.do c Version 5.3 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. Newbrae Eventide Home DS0000061527.V378251.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 Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Newbrae Eventide Home Address 41 Crowstone Road Westcliff On Sea Essex SS0 8BG 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) 01702 430431 01702 213414 sallyacca@btinternet.com Mr Moussajee Assrafally Mrs Salmah Assrafally Mr Moussajee Assrafally Care Home 10 Category(ies) of Dementia - over 65 years of age (10), Old age, registration, with number not falling within any other category (10) of places Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 16th October 2008 Brief Description of the Service: Newbrae provides accommodation for up to ten older people, including those with dementia, and is situated close to the towns of Southend, Westcliff on Sea, and Leigh on Sea. The home has a lounge/dining area, two bathrooms, one shower room and six single and two shared bedrooms, mostly with ensuite facilities. The home offers a small rear garden. There is no off street parking. The home has a passenger lift that provides access to all floors. Newbrae has easy access to local shops and amenities and there are good bus and train links in the area. The costs of a place in the home range between £420 and £450 per week. Residents are responsible for the costs of hairdressing and chiropody. Information about the home including the most current inspection report is made available to residents and their families when they move into the home. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The Quality Rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This was a routine unannounced inspection, which included a visit made to the home. As part of the inspection process we reviewed information we had received about the service over the last twelve months including notifications sent to us by the manager of any event in the home, which affects residents such as injuries, deaths and any outbreak of infectious diseases. We also looked at the information the manager provided us with in the homes Annual Quality Assurance Assessment. This document is a self-assessment, which the registered provider or owner is required by law to complete and tell us what they do well, how they evidence this and the improvements made within the previous twelve months. We also looked at the improvement plan that we asked the manager to send us following the last inspection. This plan described how the manager was to address the issues as identified at the last inspection. During the inspection we spoke with three residents, two members of staff and the manager. When we visited the home we looked at residents care plans and information available to staff to help them support residents. We looked at how staff were recruited to work in the home and how they were trained to support residents. We looked at how the home was managed and how residents were involved in this. We also observed how staff interacted with residents when supporting them with activities such as meals and providing recreation and stimulation. A brief tour of the premises was carried out and communal areas including lounge and bathrooms were viewed. Information obtained was triangulated and reviewed against the Commissions Key Lines for Regulatory Activity. This helps us to use the information to make judgements about outcomes for people who use social care services in a consistent and fair way. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.2 Page 6 What the service does well: Before a person moves into the home the manager carries out a detailed assessment of their needs so as assure them that the home will be suitable for them. People are given detailed information about the home so that they know what to expect and how to complain if they are unhappy. Staff are trained to be able to meet the needs of people living in the home and each person has a care plan, which describes their needs and the support they need. Staff ensure that residents receive the medicines prescribed for them and that they see a doctor if they feel unwell. Residents are provided with a range of activities to keep them occupied and stimulated and the home provides a menu of meals, which is reviewed and amended according to the wishes of people living in the home. Residents and their families know how to complain if they are unhappy and staff are trained to recognise and deal with any incidents of abuse or ill treatment of people who live in the home. The home is well managed and the manager is available to discuss any issues with residents and their families. What has improved since the last inspection? The manager addressed all of the regulatory requirements made at the time of the last key inspection. Appropriate storage had been provided for controlled drugs. Staff have received training in safeguarding people who may be vulnerable from harm and are aware of their responsibilities regarding this. Staff are recruited thoroughly and all of the checks such as references and Criminal Records Bureau disclosures are obtained before a person commences work at the home. This helps to ensure that only people who are suitable are employed. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.2 Page 7 What they could do better: 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. Newbrae Eventide Home DS0000061527.V378251.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 Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 1&3 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 moving into the home can be assured that their assessed needs will be met. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that they carry out a detailed assessment of each person before they were offered a place in the home and that people were offered the opportunity to come visit to help them decide if it was the right place for them. The manager told us that there had been one admission to the home within the previous twelve months and that there had been no breakdowns in Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 10 placement (where a person would move out as their needs were not being met). When we visited we looked at the arrangements for assessing the needs of people who were looking for a place in the home. We looked at the assessments completed for two people. We saw that the manager had visited both people in their home or hospital and assessed their needs before offering them a place. We saw that the assessment covered each person’s capabilities and needs around activities of daily living so as to help promote choice and independence as much as possible. Staff recorded how they helped new residents to settle into their new surroundings. We saw that when a person moved into the home, they or their relatives were given information about the home’s routines, how to make comments, suggestions and how to complain if unhappy. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 7, 8, 9 & 10 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 living in the home are well cared for and have their health and personal care needs met. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that at residents’ request they had been registered with a general practitioner who carried out home visits, rather than residents having to attend the surgery. They told us that staff had undertaken medication training and training to help them understand the needs of people who have dementia. The manager told us that each residents care plan set out the support and care that they required according to their assessed needs. When we visited the home we looked at the care plans for two people living in the home. There was information recorded around both person’s needs and the Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 12 support they needed to carry out activities of daily living such as washing and dressing, eating and drinking, mobilising and maintaining good health. Information was recorded in a clear and concise way and staff reviewed care plans regularly and amended them where needed so that they were up to date and accurately reflected the needs of each person. When we spoke with staff they could demonstrate that they understood the needs of the people they supported. Staff we spoke with told us that they receive training to help them understand the needs of residents and that the manager was supportive. Three residents we spoke with told us that staff treated them well and that they were well cared for. We looked at how risks to individual’s health and safety were managed. We saw that there was a system for assessing risks and managing risks such as falls, injuries, developing pressure sores and poor nutrition. Where risks were identified staff developed a plan so as to minimise these risks and kept each plan under review. We looked at the arrangements in place for ensuring that people living in the home received the medical care and treatment that they needed. We saw that staff acted promptly to ensure that when a person was unwell that they were seen by their doctor. We saw that advice was sought from district nurses and dieticians etc when needed. We also saw that staff were trained in the safe storage, handling and administration of medicines. We looked at the medicine administration records for people who live in the home. We saw that that staff kept accurate records for when medicines were received into the home, administered to residents and disposed of where necessary. We saw that residents received the medicines as prescribed for them as part of their medical treatment. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 12, 13, 15 & 15 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 living in the home are supported as much as possible to live their lives as they choose. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that residents could make choices about their daily lives such as when they get up, go to bed, and what meals they have. They told us that they encourage residents who maintain contact with friends and family. When we visited the home we looked at how staff supported residents to live their lives as they would wish to. We saw that there was an activities programme which was reviewed regularly and reflected the things that residents said they would like to do. We saw that there were opportunities for people who were able and wished to go out for walks, shopping and other outings. Staff helped residents to remain active and occupied with activities such as cooking, keep fit, music, as well as household chores such as table setting and folding laundry where residents chose to. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 14 During the inspection an outside entertainer visited the home and provided a session with music, singing and a quiz. Residents participated and all appeared to be engaged, stimulated and to enjoy the event. We saw that one resident had spent the morning out shopping with their family. Residents we spoke told us that they could get up and go to bed at the time of their choosing. Two residents told us that they enjoyed the activities. One person said ‘The music and quizzes are good’. Another person said ‘We have exercises and keep fit and I like that’. During the inspection we observed how staff interacted with residents. We saw that staff acted promptly to support residents and engaged with them in a positive manner and there was a ‘happy and relaxed’ atmosphere in the home. Residents we spoke with told us that they enjoyed the meals provided by they home. One person said ‘We have curry sometimes and I really like that’. We saw that menus were discussed regularly in residents meetings and that residents were happy with the choice of meals they received. Staff prepared meals each day and where a person does not like the planned menu, alternatives were offered. On the day of the inspection staff cooked sausages, potatoes and vegetables. The meal looked appetising and residents told us that ‘it was good’ and ‘yes it’s lovely’. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 16 & 18 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 living in the home are safeguarded from harm and concerns and complaints are taken seriously. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that they encouraged residents and their families to raise concerns and complain if they were unhappy about the home. They told us that there had been no complaints made within the previous twelve months and records we looked at when we visited the home supported this. Information was made available to residents and their families about how they could complain should they wish to. The manager told us that they had a copy of the local borough councils safeguarding policy and procedure and we saw that staff had access to this. The manager told us that staff had undertaken safeguarding training and we saw evidence of this in staff files. We spoke with three members of staff and they could demonstrate that they knew what to do if they witnessed or suspected any ill treatment of people living in the home and they had an awareness of safeguarding vulnerable people. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 16 We looked at notifications and other information we had received since the last key inspection and we found that no complaints, concerns or allegations had been made about the home in this time. We spoke with three residents and they told us that staff treated them well and that they were happy living in the home. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 19 & 26 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 clean, safe and suited to the needs of the people who live there. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that there was a maintenance plan in place for ensuring the home was clean, safe and met the needs of the people who lived there. They told us that residents could choose where to spend their days be it in the lounge or their bedrooms. They told us that staff had received training in infection control and that they home had a contract with a company for the disposal of clinical waste products. When we visited the home we saw that it was maintained clean and free from any unpleasant odours. Since the last inspection the manager had arranged for Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 18 more seating at dining room tables for residents to take their meals there if they chose. The home was comfortable and residents had items such as furniture and ornaments in their bedrooms to help make them more personalised. We saw that equipment needed for the running of the home and the needs of residents was checked regularly so as to ensure that they were in good working order. Regular checks were carried out on gas, electrical, and fire safety systems and equipment and appropriate records maintained to evidence these. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 27, 28, 29 & 30 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 living in the home are supported well by staff who are capable and understand their individual needs. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that residents benefited from the support of staff who were trained to meet their needs. They told us that staff retention was good and that no staff had been dismissed due to poor behaviour. They told us that staff were working towards National Vocational Qualifications in care where they did not hold this qualification. They told us that the skill mix and gender of staff had been reviewed and that there were now more female members of staff on duty to reflect the gender mix of people living in the home. When we visited we looked at how staff were recruited, trained and deployed to meet the assessed needs of residents. We looked at the staff files for two people who had commenced work at the home since the last key inspection. We saw that all of the appropriate checks including references from previous employers and Criminal Records Bureau disclosures had been obtained as part of the vetting process for new staff. Staff had been interviewed so as to further Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 20 determine their fitness to work with older people and on commencing work they completed a period of induction. This covered what the job entailed and the homes policies and procedures. We spoke with two members of staff and they told us that they received the training and support they needed to support people living in the home. We looked at the information provided by the manager around staff training. We saw that staff had received training to help them support residents, including around safe administration of medicines, infection control, safeguarding vulnerable people and safe moving and handling. We looked at how staff were supported and supervised and saw that the manager regularly met with staff and discussed how they worked. We saw from records that some staff asked for support around caring for people who have dementia. There was no evidence that any plan had been implemented to support staff with this. We looked at staff rotas. We saw that staff were employed in sufficient numbers to meet the needs of people living in the home. Staff had appropriate time of and allocated time off for training. During the inspection we observed how staff engaged and interacted with residents. Staff were polite and spent time listening to individual’s wishes and acted accordingly. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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): 31, 33, 35 & 38 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. The home is well managed in the interests of the people who live there. EVIDENCE: The manager told us in the Annual Quality Assurance Assessment that the home was managed in an open and positive manner. They told us that the home was well maintained and that staff were supervised on a regular basis. When we visited the home we saw that staff met with the manager on a regular basis to discuss ways of working and training needs. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 22 We saw that the home was managed in an open and inclusive way where the manager and staff were available to discuss any issues with resident’s relatives. Residents were regularly asked for their opinions and suggestions about activities, meals etc and where suggestions were made these were acted upon so far as possible. During the inspection we spoke with three residents. Each told us that they were happy living in the home. One person told us ‘Staff look after us well and we have everything we need’. Another person said ‘The home is lovely and all the staff are kind to us’. As part of managing the home in the interests of the people who live there, residents and their families were asked to complete surveys offering them the opportunity to comment about the home and identify where any improvements might be made. The manager said they would send us the outcome of the most recent survey by post. At the time of writing this draft report we had not received these and they will be included in the final report. We saw that the home was well maintained. Regular checks, repairs and renewal of equipment and installations were carried out so as to ensure that they were in good safe working order. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X 3 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 2 X X X X X X 3 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 3 X 3 X 3 3 X 3 Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 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 OP30 Regulation 18 Requirement All staff working at the home must receive training, which is relevant to their roles, helps them understand the needs of the people they support and keeps them up to date with new ways of working. This is to ensure that residents are supported by staff who understand their needs. Timescale for action 30/03/10 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 OP19 Good Practice Recommendations The layout of the lounge area should be reviewed to ensure that it suits the needs of residents. Newbrae Eventide Home DS0000061527.V378251.R01.S.doc Version 5.3 Page 25 Care Quality Commission Eastern 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). 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. 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