Care Home: South Park Residential Home

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What the care home does well People who use the service gave very positive feedback about the home. People told us, ‘it’s a lovely place’, ‘I am very comfortable here’ and one person told us that although they would prefer to be living in their own home if they could not ‘this is the next best thing’. Staff have developed good relationships with people who use the service. Comments on the staff included, ‘the staff are very good’, ‘nothing is too much trouble’, ‘they look after us very well’ and ‘the manager is excellent’. We found staff to have a very good knowledge of the strengths and needs of the individuals they support. The personal questionnaire which people who use the service or their representatives are requested to complete provide excellent information for staff on the social and life history of individuals along with personal likes and dislikes. This information assists staff in providing an individualised service. Individuals told us they had ‘never had any complaints’ about the service and that they felt ‘well looked after’. People told us that although there were things to do they made their own choices about their day to day lives.South Park Residential HomeDS0000027229.V375786.R01.S.docVersion 5.2 What has improved since the last inspection? Since the last inspection of the service improvements have been made to the environment. Repairs have been made to fire doors and window restrictors have been re installed to protect people who use the service. New flooring, chairs and a new flat screen TV have been purchased. Individual risk assessments are now being reviewed on a regular basis to ensure that people are provided with the right levels of support. Staff have completed refresher training on a range of issues which assists in making sure that people who use the service are supported by a knowledgeable staff group. The pre employment checks for staff have been improved by seeking written confirmation from the persons last employer as to why they left. This assists in safeguarding people who use the service. To assist in reducing the risk of cross infection in the service sinks have supplied with liquid soap and paper towels. What the care home could do better: Further improvements could still be made to care plans which at present provide quite general information for staff on the needs of people who use the service and how these needs will be met. The information from the personal questionnaire should be used to produce a more person centred care plan. There remain two areas in the pre employment checks which need to be implemented fully. The service owners must get two written references for each person and a full employment history with explanations of any gaps in employment. These checks will further safeguard people who use the service. The record of food needs to detail what individuals have been provided with on a day to day basis. This will assist in ensuring that each person is provided with a varied and nutritious diet. Key inspection report CARE HOMES FOR OLDER PEOPLE South Park Residential Home 193 South Park Road Wimbledon London SW19 8RY Lead Inspector Liz O`Reilly Unannounced Inspection 11th June 2009 11:00 DS0000027229.V375786.R01.S.do c Version 5.2 Page 1 This report is a review of the quality of outcomes that people experience in this care home. We believe high quality care should: • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care homes for older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. South Park Residential Home DS0000027229.V375786.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 South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service South Park Residential Home Address 193 South Park Road Wimbledon London SW19 8RY 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) 0208 296 9602 020 8944 1915 lanoireuk@aol.com South Park Residential Home Ltd Ms Rose Hughes Care Home 11 Category(ies) of Dementia - over 65 years of age (3), Old age, registration, with number not falling within any other category (11) of places South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 3rd July 2008 Brief Description of the Service: South Park Residential Home provides accommodation and care for eleven older people. The home is privately owned and is located in a residential area of Wimbledon, close to shops, churches of different denominations and good public transport links. Accommodation is provided over two floors serviced by a lift. Current fees range from £425 to £440 per week. South Park Residential Home DS0000027229.V375786.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 two star. This means people who use this service experience good quality outcomes. This unannounced inspection was carried out by one Regulation Inspector on 11th June 2009. The inspector had the opportunity to speak with five people who use the service, three staff and the manager of the service. We looked at a sample of the records held in the service. The manager provided the Care Quality Commission with their own assessment of the service (AQAA) when we asked for this. We have used information from all of the above sources along with our observations during the visit to the service to reach the judgements made in this report. What the service does well: People who use the service gave very positive feedback about the home. People told us, ‘it’s a lovely place’, ‘I am very comfortable here’ and one person told us that although they would prefer to be living in their own home if they could not ‘this is the next best thing’. Staff have developed good relationships with people who use the service. Comments on the staff included, ‘the staff are very good’, ‘nothing is too much trouble’, ‘they look after us very well’ and ‘the manager is excellent’. We found staff to have a very good knowledge of the strengths and needs of the individuals they support. The personal questionnaire which people who use the service or their representatives are requested to complete provide excellent information for staff on the social and life history of individuals along with personal likes and dislikes. This information assists staff in providing an individualised service. Individuals told us they had ‘never had any complaints’ about the service and that they felt ‘well looked after’. People told us that although there were things to do they made their own choices about their day to day lives. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 6 What has improved since the last inspection? 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. South Park Residential Home DS0000027229.V375786.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 South Park Residential Home DS0000027229.V375786.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 3&6 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. Before anyone moves into the service assessments of their individual needs and wishes are carried out. This assists in ensuring that the service is the right place for them and ensures that staff have some information on the needs of each person from day one of their stay. EVIDENCE: We looked at a sample of files for people using the service. We found that where individuals are supported in the placement by a local authority a copy of the local authority assessment of needs is supplied to the service. In addition and where individuals are self funding the manager visits the person before they move in to carry out her own assessment. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 9 Assessments were seen to be used to set up an initial care plan which supplied some information on the needs and strengths of the person which assists staff in meeting individual needs. This service does not provide intermediate care. South Park Residential Home DS0000027229.V375786.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. 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 who use this service are all provided with a care plan which sets out individual needs and strengths. Further work could be done to make care planning more person centred. The health care needs of individuals are met and medication is well managed. EVIDENCE: We looked at the care planning for three people who use the service. Care plans are designed to set out the strengths and needs of individuals along with how the needs of each person will be met. We found care plans mostly gave generalised information on how the needs of each person would be met. However people who use the service are supported to complete a personal South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 11 questionnaire which can provide good details of individuals needs, strengths and preferences. We saw that staff have easy access to this information. In order to make the care plans more person centred, the information from the questionnaires should be used to further develop the care planning with more specific information on how individual preferences and needs will be met. Although it is clear that people and or their representatives are consulted to complete the personal questionnaire it is still not clear that individuals or their representatives have been consulted on their individual care plan. This was discussed with the manager and consideration could be given to sending copies of updated care planning to the persons representative for their comments. Consideration could also be given to regularly discussing individual care plans with keyworkers as part of the staff supervision process. People who use the service told us that they can see their GP when they need to. The manager informed us that everyone who uses the service is registered with a local GP practice. When people move into the service they can keep their own GP as long as this is practicable. Annual checkups are arranged with optical and dental services. Staff have a good knowledge of the people they support and can quickly see any changes in an individuals health. At the time of our visit the manager was working to obtain a reassessment for a person new to the service. We looked at the records kept on medication. These were found to be up to date and accurate. Staff confirmed they have received training in the management and administration of medication. People who use the service told us they were happy with the way staff supported them. We observed staff offering advice and support in a considerate manner which protected the privacy of individuals. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 12 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, 14 & 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 who this service have opportunities to take part in a variety of activities and they told us they make their own decisions about what they do each day. Meal times are unhurried and individuals are consulted every day on what they would prefer to eat. The record of food could be improved. EVIDENCE: People who use the service told us that there were ‘things to do every day’ but that they make their own decisions about joining in or not. A weekly activities programme is in place but staff use this flexibly and we observed staff offering individuals a variety of activities throughout the day. We saw people looking at and reading books with staff, playing cards and watching TV. Staff told us that more popular activities at present were playing cards, drawing, reading South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 13 and watching TV. Individuals can also get involved with domestic tasks in the service if they wish such as setting tables and tidying. A trip out for a pub lunch was being planned for the following week. At the time of this inspection two medical students from Holland were working as volunteers in the service. One person who uses the service was particularly pleased that they had learned new card games from the volunteers. Staff informed us that a pupil from a local high school also visited the service on a voluntary basis. We observed one volunteer discussing pictures in a book with one person and playing cards with another during the day. We saw that staff take into account individual needs. Individuals who have difficulties in communication have been provided with aids to assist them. The TV was also set to show subtitles for those with hearing impairment. Staff are provided with very good information on the life history, friends, family and background of individuals from personal questionnaires. Questionnaires also contain good details on the likes and dislikes of each person. This information can help staff to tailor activities to the individual. We saw that information had been provided on what people might be interested in talking about or joining in with. In one file it was noted that the person hated bingo, did not necessarily enjoy joining in activities but did enjoy watching. Although this information is easily available to staff consideration should be given to expanding care plans to include the social, cultural and emotional needs and preferences of individuals. This could assist in providing a more considered person centred plan. Staff and people who use the service confirmed that visitors were welcome at any time. Individuals told us they could meet with their visitors in the communal areas of the home or in the privacy of their bedroom. We found staff were keen to encourage visitors and maintain family relationships. At the time of this inspection a relative was visiting the service every day and taking lunch with them. Staff have a good knowledge of the personal likes and dislikes of individuals in relation to food. People who use the service confirmed that they can get something to eat at any time. Staff write on a white board what is being served at each mealtime. Staff told us that each person is asked every day what they would like and this was confirmed by individuals we spoke to. People who use the service made positive comments about the food. They said ‘I enjoy my food here’, ‘they are very good cooks’, ‘it’s the kind of food I like’ and ‘there is always plenty to eat’. We saw that meals were taken in the dining area in a relaxed, unhurried manner. People were given all the time they needed to finish their meals. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 14 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. The service has it’s own complaints procedure in place. People who use the service know who to contact if they have any concerns about the home. Staff have received up dated training on safeguarding people. EVIDENCE: People who use the service are provided with a copy of the complaints procedure and this is also on display in the service. The manager keeps a record of any complaints along with what action was taken and outcomes. People who use the service told us that they would ‘tell the staff here’ and ‘let the manager know’ if they had any concerns or complaints. No one we spoke raised any concerns or complaints. One person who uses the service told us ‘I have never had a complaint about this place’. No complaints have been raised with the Commission about this service since the last inspection. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 15 Since the last inspection the majority of staff have received up dated training on safeguarding people. One member of staff told us they had not received this training but had covered this area in their NVQ training. This training assists in ensuring that staff are aware of their role and responsibility to report any suspicion or allegation of abuse reported to them. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 16 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, 24 & 26 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 who use this service are provided with a comfortable, homely environment. Improvements have been made to the décor and new furnishings have been provided since the last inspection. EVIDENCE: At the time of the last inspection of this service a significant number of repairs were seen to be needed. Since this time these repairs have been carried out. New armchairs have been provided and a new flat screen TV has been installed in part of the lounge area. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 17 People who use the service told us they were happy with their own rooms and ‘quite comfortable’. People told us ‘I have everything I need here’. Individuals are encouraged to bring to the service items of their own to personalise their bedrooms. All areas of the service we saw were clean and fresh. People who use the service told us ‘they keep it pretty clean and tidy’. Since the last inspection sinks have been supplied with paper towels and liquid soap which assists in reducing the risk of cross infection. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 18 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are sufficient staff available to meet the needs of the present group of people living in this service. Staff have a very good knowledge of the needs and strengths of the people they support. Further work needs to be done to make sure that evidence of all pre employment checks is available. EVIDENCE: People who use the service made positive comments about the staff and the way they were supported. Individuals told us, ‘staff are very good’, ‘they are kind here’ and ‘they look after me very well’. A minimum of two members of care staff are available in the service at any one time. In addition during the day the manager, a cook and a cleaner are also on duty. At night one member of staff is awake throughout the night and one person is on call, sleeping on the premises. Staff make and record regular checks on each person throughout the night. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 19 The service is fully staffed with some staff having worked in the service for many years. This service does not use agency staff, permanent staff will cover for any staff sickness. This ensures that people who use the service are supported by staff who know them and have a good understanding of their strengths and needs. Since the last inspection staff reported they had taken part in a good variety of training including food hygiene, health and safety, first aid, moving and handling and safeguarding people. These training courses assist in ensuring that people who use the service are supported by a well informed staff group. Staff we spoke to had completed National Vocational Training level two and were working towards level 3 training. Staff informed us that they felt they worked well as a team. We found staff to be aware of what volunteers in the service could be asked to do and what areas they should not become involved in. We looked at a sample of staff files. Improvements have been made in the information available on file since the last inspection. However a full employment history and two written references were not available in one file we looked at. Records suggest that telephone references were taken. We are aware that at times is may be necessary to accept verbal references over the phone but these need to be followed up with a written reference. These issues must be addressed as a matter of urgency by the service owner as this requirement remains outstanding. These additional checks will assist in safeguarding people who use the service. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 20 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 service manager has the experience and knowledge to manage this type of service. Staff make regular checks on the building to ensure the health and safety of people who use the service and visitors. EVIDENCE: Individuals who use the service felt that the home was ‘well run’. People who use the service told us that the manager ‘is always around if you need her’, South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 21 they described the manager as ‘very good’ and that ‘nothing is too much trouble for her’. Individuals said that if they had any problems they felt confident that the manager would listen to them and take action. The manager organises regular meetings with people who use the service to ensure that they are consulted on day to day issues such as the menu and outings. The organisation sends out surveys to people who use the service and their representatives. As noted in the last inspection of the service the results of these surveys should be published and used as part of an annual review of the service. People who use the service can deposit small amounts of cash for safekeeping in the home. We looked at the records kept for money held and found these to be up to date and accurate. We looked at a sample of the records kept on health and safety checks. Staff are testing the fire alarm system each week and fire drills are carried out on a regular basis. Regular checks on the temperature of hot water assist in protecting people who use the service from scalding. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 22 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 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X 3 X 3 STAFFING Standard No Score 27 3 28 3 29 2 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 X 2 X 3 X X 3 South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 23 Are there any outstanding requirements from the last inspection? Yes 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 OP15 Regulation 17(2) Schedule 4 (13) Requirement To ensure that people who use the service are provided with a balanced diet which meets their needs a clear record of food must be kept. Timescale for action 01/10/09 2. OP29 19 Schedule 2 In order to ensure the protection 01/10/09 of people using the service the following pre employment checks must be carried out :• • Two written references one of which from the last employer A full employment history with explanations for any gaps in employment Timescale of 26/09/08 not met. South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 24 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 In order to ensure that residents are provided with care tailored to their individual needs and strengths the home manager or senior member of staff should be provided with training on person centred care planning. To assist in making sure that people who use the service are provided with the support they need, more information on how the needs and wishes of people will be provided should be included in the care planning. Consideration should be given to discussing individual care planning as part of one to one staff supervision. To ensure that people who use the service and or their representatives are consulted on their individual care plan consideration should be given to sending a copy of the care plan to those people who cannot visit the service very frequently. The results of surveys carried out by the organisation should be published and used as part of the annual service review. The views of people who use the service should inform the development plan for the service. 2. OP7 3. 4. OP7 OP7 6. OP33 South Park Residential Home DS0000027229.V375786.R01.S.doc Version 5.2 Page 25 Care Quality Commission London Regional Office 4th Floor Caledonia House 223 Pentonville Road London N1 9NG National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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