Care Home: Swan Hill House

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What the care home does well What has improved since the last inspection? The last key inspection of this service was undertaken on 27th July 2007. We did an annual service review on 6th August 2008. This did not involve a visit to the home but is a summary of new information given to us, or collected by us, since the last inspection. The report is available at the home. Several improvements have been made to provide people with a more homely place to live. A number of rooms have been refurbished and the garden improved providing new patio areas, a gazebo and a water feature. Two chair lifts have been installed and new ramps fitted to assist people who have mobility difficulties. People said the following improvements have been made: "I think the menus have become more varied and the laundry gets done more quickly" "The garden and floral displays" "The laundry has improved leaps and bounds"A skills assessment tool has been developed and staff have recently had their knowledge tested in the following areas: personal care, medication, customer service, health and safety, infection control, moving and handling and first aid. This helps identify gaps in knowledge and specific training needs. What the care home could do better: We consider the service to be performing well and provides positive outcomes for the people using the service. We asked people what they thought could be improved and people said: "Brighter lights needed" "The door coming into the building could be more attractive" "The entertainment could be improved" "We strive to do our best" "The home couldn`t improve as far as I`m concerned, I am perfectly satisfied" "Nothing needs to improve here" "There is always room for improvement and we always want to be one step ahead I think we should continue with improving the environment and provide people with more days out" CARE HOMES FOR OLDER PEOPLE Swan Hill House Swan Hill Shrewsbury Shropshire SY1 1NQ Lead Inspector Rebecca Harrison Unannounced Inspection 20th January 2009 09:25 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 Swan Hill House DS0000020728.V373803.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. Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Swan Hill House Address Swan Hill Shrewsbury Shropshire SY1 1NQ 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) 01743 360803 01743 344351 carol.daker@swanhillhouse.co.uk Mrs Carol Daker Provider in day to day control Care Home 28 Category(ies) of Old age, not falling within any other category registration, with number (28) of places Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. The registered person may provide the following category of service only: Care Home Only (Code PC) To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: 2. Old age, not falling within any other category (OP) 28 The maximum number of service users who can be accommodated is: 28 11th July 2007 Date of last inspection Brief Description of the Service: Swan Hill House is a well established home situated close to the centre of Shrewsbury and enjoys easy access to all the towns main services and amenities. The home is a private care home registered to provide accommodation and personal care for up to 28 Older People. The home is owned by Mrs Carol Daker, who is also the registered manager and responsible for the day-to-day management of the home. Accommodation is provided over three floors with most bedrooms providing en-suite facilities. Communal areas are spacious and include a large lounge, small sitting room and two dining rooms and an attractive enclosed and well maintained garden. The home provides a passenger lift for people with mobility difficulties, in addition to two chair lifts, which have recently been installed. People can obtain information about this service from the homes Statement of Purpose and Service User Guide. Inspection reports produced by CSCI can be obtained direct from the provider or are available on our website at www.csci.org.uk. Fees charged were not available in the Service User Guide, as required, therefore the reader may wish to obtain more information about the fees direct from the care service. Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. We were at Swan Hill House for five hours; we did not tell people that we were coming. A range of evidence was used to make judgements about this service to include discussions held with 3 people who use the service, 4 staff and the proprietors. We looked at some parts of the home, reviewed the homes quality assurance processes and sampled a number of records to include complaints and protection, staff training, recruitment and health and safety records. Four people who live at Swan Hill House also completed surveys for us during our inspection informing us of their views of the service. Swan Hill House sent us their Annual Quality Assurance Assessment (AQAA) when we asked for it. The AQAA is a self-assessment and a dataset that is filled in once a year by all providers. It informs us about how providers are meeting outcomes for people using their service and is an opportunity for them to share with us areas that they believe they are doing well. By law they must complete this and return it to us within a given timescale, which they did. However the information within the AQAA was brief and did not tell us much about the service to make sure their service continues providing excellent outcomes for people living there. This shortfall was fully acknowledged by the management team during our inspection and they committed to ensure all future AQAA’s are completed in full. Three people who live at the home were case tracked this involves establishing individuals experience of using this service, discussing their care with staff, looking at care files, and focusing on outcomes. Tracking peoples care helps us understand the experiences of people who use the service. We looked at the outcomes for people living at the home and information to produce this report was gathered from the findings on the day and also by review of information received by CSCI prior to the inspection date. What the service does well: People spoken with considered the service is well managed and that the proprietors are open and approachable. People told us they enjoy living and working at the home and consider the service does the following well: Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 6 I have never had a moments doubt about coming here since I walked through the door, the staff are excellent and spoil me. The proprietors are very good and well organised, the staff are well trained and there is always a happy atmosphere here The staff are ALL most helpful and do all I ask for. They have run me to the hospital and waited for me without hesitation Just about everything The home is very clean – immaculate Good health care The staff are polite, friendly and helpful We get good food and drink to my satisfaction I am looked after very well and the staff are very kind One person said The home puts the residents right at the centre of care People are provided with a homely place to live. Bedrooms are clean and personalised and meet the needs of the people accommodated. What has improved since the last inspection? The last key inspection of this service was undertaken on 27th July 2007. We did an annual service review on 6th August 2008. This did not involve a visit to the home but is a summary of new information given to us, or collected by us, since the last inspection. The report is available at the home. Several improvements have been made to provide people with a more homely place to live. A number of rooms have been refurbished and the garden improved providing new patio areas, a gazebo and a water feature. Two chair lifts have been installed and new ramps fitted to assist people who have mobility difficulties. People said the following improvements have been made: I think the menus have become more varied and the laundry gets done more quickly The garden and floral displays The laundry has improved leaps and bounds Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 7 A skills assessment tool has been developed and staff have recently had their knowledge tested in the following areas: personal care, medication, customer service, health and safety, infection control, moving and handling and first aid. This helps identify gaps in knowledge and specific training needs. 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. Swan Hill House DS0000020728.V373803.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 Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Key standard 3 Standard 6 not applicable to this service Quality in this outcome area is good Information about the service is available to help prospective residents make an informed choice about whether Swan Hill House is an appropriate place to live. Needs assessments are obtained and undertaken and prospective residents and families are given the opportunity to visit the home to ensure the service is able to meet their needs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home provides prospective residents and their families with information about the service in the Statement of Purpose and Service User Guide. This enables people to make an informed choice as to whether the home is suitable Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 10 to meet their individual needs. The guide needs to include details about the range of fees and what they cover, as required. We spoke with the person most recently admitted to the home and looked at their care records and the admission process. The person told us that a relative had visited the home prior to admission and was satisfied the home was appropriate to her needs. The persons care records were detailed and showed that an assessment of needs had been obtained from the local authority prior to admission and that the home had also assessed the person on admission. The person told us that she is happy living at the home and has settled in well, as confirmed by the staff we spoke with. Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Key standards 7,8,9 and 10 Quality in this outcome area is excellent Staff have the information they need and a clear understanding of how to offer care to each person, which ensures peoples health and personal care needs are met in a way that they prefer. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The people we spoke with told us that they are happy with the care that they receive. Comments include: The care is very good Im well looked after The staff are very good to me and understand my needs We case tracked three people with a range of needs. Their care records were detailed and evidence their involvement in developing their care plans, which Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 12 are reviewed and updated at the required frequency. The staff we spoke with had a good understanding of the needs of the people we case tracked and they considered that care plans provide them with sufficient information to ensure peoples needs are met. Staff monitor the health care needs of the people they support and seek advice from health professionals as required. A member of staff stated We have superb relationships with the local surgery, district nurses and pharmacist. This was evident in observations made when a district nurse visited the home during the inspection. Records seen on the files of the people we case tracked included health appointments and outcomes. The people we spoke with indicated they are satisfied with how their health is managed. The care files belonging to the people we case tracked contained information about their prescribed medication. People indicated that they are happy with how they are supported to manage their medication. Discussions with a member of staff evidenced she had a clear understanding of the homes medication procedures and was knowledgeable of the medication held on behalf of the three people we case tracked. She stated The home has come a long way concerning medication and we have clear systems in place to ensure we get no medication errors. Peoples preferred form of address was stated on the care plans we examined and staff were observed using peoples preferred terms and knocked on bedroom doors prior to entry. All three people we case tracked confirmed they are treated with respect and their dignity is upheld. Swan Hill House DS0000020728.V373803.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): Key standards 12,13,14 and 15 Quality in this outcome area is excellent People living at Swan Hill House are provided with opportunities to experience a meaningful lifestyle that ensures their self-esteem and wellbeing. People are provided with healthy, well-presented meals according to their dietary requirements and choice. This judgement has been made using available evidence including a visit to this service. EVIDENCE: Observations made evidence that daily routines are flexible with peoples preferences stated on their care records in addition to information about their social history, hobbies and interests, contact with family and friends and likes and dislikes for food. People told us about the successful garden party held last year and the gardening competition that was judged externally. People also enjoyed making paintings, which have since been printed into calendars. People said they enjoy having the hairdresser visit the home on a regular basis and that she is very patient and flexible to peoples needs. One person said that hed had a marvellous party to celebrate a special birthday. On the afternoon of the inspection a number of people were seen to enjoy some indoor games arranged by the activity organiser. One person told us that she Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 14 had been into town that morning and meets up with her friends each Friday for lunch, and very much enjoys her independence. Everyone we spoke with said that family and friends are always made welcome and are offered refreshments. Two other people we spoke with said they like their own company and enjoy spending time in their own rooms watching TV, doing puzzles and reading, which staff respect. One person considered the home could do more to provide more entertainment. The people we spoke with reported they are satisfied with the meals. Prior to lunch people were seen enjoying either a sherry or non alcoholic drink in the lounge. The menu was seen displayed and the meal served during our visit looked appetising, well presented and people were offered a choice. People have a choice of two dining rooms or may take their meals in their own rooms. Peoples likes, dislikes and allergies were clearly recorded on the files of the people we case tracked. People told us they enjoy the meals provided. One person stated The meals are very good here and we are provided with a choice. If there is something I dont like, I am offered an alternative. Swan Hill House DS0000020728.V373803.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): Key standards 16 and 18 Quality in this outcome area is good People living at Swan Hill House have access to a complaints procedure, which is accessible and ensures the views of people are listened to. Staff receive training so that they have an understanding in adult protection to ensure people they support are protected from abuse, ensuring their well being. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People we spoke with told us they knew what to do if they were unhappy with the service provided. One person stated I aware of the complaints procedure and have no concerns. Ive never observed any poor practice here. People have access to a complaints procedure and information about advocacy services is readily available. We were told We are open and talk to the residents a lot. Any complaints are nipped in the bud and dealt with at the earliest opportunity. The home have not received any complaints or concerns since our last inspection however we received concerns regarding some practice issues and allegations of neglect, which were investigated under local safeguarding adult procedures and not substantiated. People we spoke with said they feel safe and are happy with how their finances are managed. Staff spoken with demonstrated an understanding of safeguarding and whistle blowing procedures and receive training on adult protection in addition to undertaking an end of year skills assessment, which includes adult protection. Swan Hill House DS0000020728.V373803.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. JUDGEMENT – we looked at outcomes for the following standard(s): Key standards 19 and 26 Quality in this outcome area is good Swan Hill House provides a clean and homely place for people to live which is equipped to meet their individual needs and makes them feel safe and secure. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The people we spoke with told us that they like living at the Swan Hill House and that their rooms are warm and comfortable. One person said that they would prefer a bedroom on the ground floor because their mobility has deteriorated and that managers were looking into this. We looked at parts of the home and at the rooms of the people we case tracked. These were personalised with ornaments, family photos and small pieces of furniture that they had brought with them from home. One person said that on admission the staff were very good at showing her around the home and at explaining the equipment such as how to use the passenger lift safely. Two chair lifts have recently been installed to assist people who find it difficult to manage the Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 17 stairs between the floors. Most people are provided with an en-suite facility although it was reported that they hope to extend this provision in the future. Communal areas include a large lounge, small sitting room and two dining rooms, which are decorated to a good standard. Several improvements have been made since our last visit to include redecoration of a number of areas, new carpets in the small sitting room and dining room, replacement of some windows, improved garden and patio areas to include a gazebo and water feature. People have benefited from the improved garden area and thoroughly enjoyed a garden party held last summer. People told us that they were happy with the cleanliness of their rooms and the communal areas. The areas we looked at were found clean and staff were observed wearing personal protective equipment such as uniforms, aprons and gloves. Staff receive training on infection control procedures and their knowledge is assessed as part of an end of year skills assessment. Swan Hill House DS0000020728.V373803.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. JUDGEMENT – we looked at outcomes for the following standard(s): Key standards 27,28,29,30 Quality in this outcome area is good The arrangements for staffing, their support and development ensures that the needs of the people living at Swan Hill House are met. People have confidence in the staff at the home because the checks have been done to make sure that they are suitable to care for them. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People we spoke with said they were happy with the care they receive and spoke positively about the staff group. Comments include: Staff are excellent and spoil me Mrs Daker trains her staff well Staff are very nice to me and have an understanding of my needs Im very well looked after, the staff are very kind On the whole we have enough staff on duty The staff are ALL most helpful and have done all Ive asked for... Polite, friendly staff and helpful Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 19 Throughout the inspection staff appeared motivated and committed to their work. They communicated well with the people they care for and staff spoken with demonstrated a good understanding of the individual needs of the 3 people we case tracked. Generally people felt the home provides sufficient staff on duty to meet the needs of the people living at Swan Hill House although one person said We could do with an extra member of staff at times to provide that little bit extra although we always strive to do our very best. One member of staff stated I love my job, another said Its a great place to work. People living at Swan Hill House are supported by a qualified workforce. Of the 17 care staff employed, 12 hold a nationally recognised care qualification known as NVQ at 2 and above and the rest are currently working towards the award. Recruitment procedures are robust and ensure people are safeguarded by the procedures in place. We looked at the files of two staff employed since the last inspection and spoke with a member of staff who has recently been employed. The files sampled contained all of the pre-recruitment checks required with the exception of a statement by the person of their mental and physical health. We also advised that Criminal Record Bureau checks are stored as to the required guidance. We spoke with a new member of staff who confirmed that all prerecruitment checks had been undertaken prior to them commencing employment at the home. The member of staff also reported that she had shadowed colleagues for a week and then had her practice observed until she was confident in supporting the people in her care. Staff spoken with considered they are provided with good training opportunities to include mandatory and service specific training such as diabetes and dementia. End of Year Training Skills Assessments have recently been introduced and areas cover personal care, medication, customer service, infection control, first aid, record keeping, national minimum standards, protection of vulnerable adults, social interaction, health and safety. This assessment helps identify any gaps in staff knowledge and assists with planning for future training. New staff receive induction to the required specification. Swan Hill House DS0000020728.V373803.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. JUDGEMENT – we looked at outcomes for the following standard(s): Key standards 31,33,35 and 38 Quality in this outcome area is good The management arrangements at Swan Hill House ensure that the home is safe and generally run in the best interests of the people living there. This judgement has been made using available evidence including a visit to this service. EVIDENCE: People told us that they were happy with how the home is managed. Comments received include: The manager supports the staff fantastically, she is supportive and wonderful Its a family run business and its managed excellently Mrs Daker is very organised and her son is very good with older people, he just knows what to say to us Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 21 I feel confident that I can speak to the manager, she is approachable and the home is well managed The manager is approachable, she listens and takes action People using the service and their representatives are provided with opportunities to express their views about the service through satisfaction surveys and a suggestion box, which is located in the hall. We advised that results be collated and made available, which managers committed to do. We asked both the people we case tracked, the staff we spoke with and through circulating surveys what improvements could be made. People said the following: We strive to do our best The home couldnt improve as far as Im concerned, I am perfectly satisfied The entertainment could improve Nothing needs to improve here We were told that all but two people manage their finances with the support of their families and procedures are in place for people requiring support such as records, receipts and double signatories for all transactions made. People we spoke with said they were happy with how their finances are managed and information is documented in their care plans. An inventory is undertaken on admission as seen on all three files sampled. We looked at a number of health and safety records and the checks that staff do to prevent people from being placed at risk of harm, which were satisfactory. However we did make contact with the home last August as the service had failed to notify us of important events such as deaths and serious injuries or events which adversely affects the well-being or safety of residents. People said that they are happy with health and safety procedures in place. The Fire Officer is due to visit the home very shortly to check the fire safety arrangements in place and there are no outstanding requirements made by the Environmental Health Department. Staff told us that they receive training in safe working practices for example moving and handling, food hygiene, fire, infection control which helps to keep people safe. We advised managers to ensure new staff receive training in moving and handling as soon as possible following appointment, this ensures they are up to date with new techniques for the safety of staff and residents. The skills assessment completed by staff includes areas such as health and safety, infection control, moving and handling and first aid. This tool helps to test staff knowledge and identifies specific training needs. Swan Hill House DS0000020728.V373803.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 4 8 4 9 3 10 3 11 4 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 x 18 3 4 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 Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 23 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. Refer to Standard Good Practice Recommendations Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway Birmingham, B1 2DT 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 Swan Hill House DS0000020728.V373803.R01.S.doc Version 5.2 Page 25 - 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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