Care Home: The Lawns, Tavistock

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What the care home does well What has improved since the last inspection? Each person living in the home now has a complete and regularly reviewed plan of care. CARE HOME ADULTS 18-65 The Lawns 52 Plymouth Road Tavistock Devon PL19 8BU Lead Inspector Anita Sutcliffe Key Unannounced Inspection 7th November 2007 10:00 The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Adults 18-65. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Lawns Address 52 Plymouth Road Tavistock Devon PL19 8BU 01822 610233 01822 610265 stewart@thelawns.wanadoo.co.uk Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Joan Morwenna Lily Stewart Mrs Joan Morwenna Lily Stewart Care Home 12 Category(ies) of Learning disability (12), Physical disability (12) registration, with number of places The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. Main client group Learning disability some of whom may have additional physical disability One named Service User over 65 years of Age Date of last inspection 25th April 2006 Brief Description of the Service: The Lawns is a 4-storey town house near the centre of Tavistock, and all the amenities that the town has to offer. The home is registered for 12 Residents that have a learning disability. There are 12 single rooms, and two have en suite facilities. Two of the rooms in the annexe of the house and the two residents who live there, can be semi-independent, with their own private lounge and kitchen. The home has a minibus that provides transport to the Residents at no extra cost. The home organises activities and holidays. The home has pleasant communal areas and well-maintained gardens and patio areas that are easily accessible. The home is staffed 24 hours per day - and at night there are 1 waking and 1 sleeping staff. The home employs a domestic, though care staff are involved in cooking all meals. Mrs Stewart, the Registered Provider, lives close by and takes a active role not only in the management of the home but in the providing care. The registered manager reports that currently the fees range from £300 upwards depending on assessed needs. An additional charge is made for hairdressing, chiropody, personal items such as toiletries and use of the pay phone. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. Information toward this key inspection was collected since the last key inspection April 2006. The inspection was to check the home’s compliance with the National Minimum Standards for Younger Adults by finding out what it is like to live at The Lawns. Toward this inspection the home provided information about its current service. Surveys were given to people who use the service (residents/clients/service users), relatives of people using the service and to staff. They could be returned anonymously. The home was visited on one occasion, the visit taking five hours. The majority of people who use the service were met, some during lunch. Staff were observed working and interacting with people. The home was toured and we visited some bedrooms. The care of two people was examined in detail. Care, medication, staff recruitment and induction records were examined. Some policies were seen. The registered manager and two senior care staff contributed information. All were very helpful. What the service does well: Comments about the home include: • “I love being at The Lawns. The staff and the friends are fab. I never want to leave. The staff take us to nice places on trips and on holiday”, • “I like living at The Lawns very much. I actually want to be here because it is a happy place to be. We do lots of nice things like going to concerts and shows and films”. • “I think the service does everything well as you always have enough support, knowledge and experience to make sure everything is done well”. • “It provides a caring and homely environment for my relative to live. He seems very happy in the home. The most important thing is that they care about the residents and try their best to accommodate their needs”. The Lawns is a well-managed Care Home providing a high standard of care. The registered manager is very highly thought of by all who have dealings with the home. Staff are particularly good at adjusting their care to people’s changing needs and supporting people towards new skills and independence. People have many ways in which they can lead a fulfilled life and they have fun. Risks are always considered and managed so that people can live the lifestyle they choose. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 6 Staff confirmed that they feel well supported in their work and training is good. They think the home is very well managed. There is a full system of quality assurance in place so opinion is regularly sought. The manager and staff are open to learning and ongoing improvement in the service. Records are orderly, clear and in regular use so that the up to date information is available to staff. The Lawns is in a location which offers many advantages. The home is well maintained, clean and comfortable. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 7 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–5) Individual Needs and Choices (Standards 6-10) Lifestyle (Standards 11-17) Personal and Healthcare Support (Standards 18-21) Concerns, Complaints and Protection (Standards 22-23) Environment (Standards 24-30) Staffing (Standards 31-36) Conduct and Management of the Home (Standards 37 – 43) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 8 Choice of Home The intended outcomes for Standards 1 – 5 are: 1. 2. 3. 4. 5. Prospective service users have the information they need to make an informed choice about where to live. Prospective users’ individual aspirations and needs are assessed. Prospective service users know that the home that they will choose will meet their needs and aspirations. Prospective service users have an opportunity to visit and to “test drive” the home. Each service user has an individual written contract or statement of terms and conditions with the home. The Commission consider Standard 2 the key standard to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 2 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who may wish to be admitted to The Lawns can be assured that staff will know their needs prior to a move. EVIDENCE: All people who use the service said through surveys that they were asked if they wanted to move into the home or had talked to the registered manager about it. One person said they visited and made the decision. All said they received enough information about the home before moving in some adding that they used to visit before moving in. There have been no new admissions since 2006. As the home provides long term accommodation and care a change of people using the service is uncommon. The registered manager reports that a copy of the home’s Service User’s Guide is given to all people who might wish to use the service and their family, that there are many discussions and a full assessment of need would be carried out. Visits are then arranged to see if they, and other people at the home, would be happy for them to move in. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 9 Individual Needs and Choices The intended outcomes for Standards 6 – 10 are: 6. 7. 8. 9. 10. Service users know their assessed and changing needs and personal goals are reflected in their individual Plan. Service users make decisions about their lives with assistance as needed. Service users are consulted on, and participate in, all aspects of life in the home. Service users are supported to take risks as part of an independent lifestyle. Service users know that information about them is handled appropriately, and that their confidences are kept. The Commission considers Standards 6, 7 and 9 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 6, 7 & 9 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are well supported and able to make decisions about their lives. EVIDENCE: All people who use the service said they are able to make decisions about what they do each day. Some added: “Happy” and “Fine”. They also confirmed that they are able to do what they want during the evenings and weekends, one adding: “On Saturdays we go out to where we want to enjoy ourselves”. Family said: “Each person is encouraged to participate in anything they are able and willing to do and other issues do not block this – all are treated with fairness and consideration”. Nine family said the home supports people to live the life they choose and one said they usually do. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 10 We examined the plans of care for two people who use the service and have met them both. The plans contained goals, such as unaccompanied time away from the home and safe use of laundry equipment. This had been thought through, with changes approached in small and measured stages. Risks had been assessed and measures put in place to reduce them, such as use of a mobile phone so contact with the home is possible. The registered manager recorded that goals are agreed with the person and monitored on a monthly basis. Plans seen confirmed this. People have gained skills and independence, giving them a sense of pride and achievement. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 11 Lifestyle The intended outcomes for Standards 11 - 17 are: 11. 12. 13. 14. 15. 16. 17. Service users have opportunities for personal development. Service users are able to take part in age, peer and culturally appropriate activities. Service users are part of the local community. Service users engage in appropriate leisure activities. Service users have appropriate personal, family and sexual relationships. Service users’ rights are respected and responsibilities recognised in their daily lives. Service users are offered a healthy diet and enjoy their meals and mealtimes. The Commission considers Standards 12, 13, 15, 16 and 17 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 15, 16, & 17 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service are supported to live fulfilled lives. EVIDENCE: People who use the service said: “The staff take us to nice places on trips and on holiday”. “We go out at weekends on trips. We like going shopping”. “I like doing my own thing”, “Christmas time I like my big sack of presents” and “I like cups of tea and the birthday cake”. Family comments included: “My son continues to lead a happy and fulfilled life at the Lawns and always has a lot to say about the activities when we speak on the telephone”. When we visited, which was during a Tuesday, we found all people who the service were occupied. Some were in the ‘annexe’ learning life skills; the Lawns employs someone to work with people to improve their numeracy and literacy. Some people have achieved training awards. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 12 Care plans detailed the activities that each person is involved in. These include paid employment, domestic tasks around the home, crafts and swimming. People told us about their puzzle books, bingo evenings, golf, holidays away in the home’s caravan and trips to the theatre. There are three pets, an interesting garden and all benefit from many local places of interest within the town and local countryside. Each had been involved in the design of their bedroom. People are encouraged towards independence and they also have fun. Family connections are supported. Nine family surveyed said the care home helps relatives to keep in touch and one said they usually do. Comments included: ”Birthday cards etc. are always sent promptly. Telephone calls are made with help from the carers at the Lawns. At Christmas there are beautifully wrapped presents for family. This makes her proud and happy and gives her confidence”. We discussed the subject of relationships, following one possibly unmet need. The home tries to balance people’s rights with their duty of care to protect. This can raise very difficult issues. The registered manager said she would reconsider one assessment of risk plus find advocacy and further information. People said they liked the food. They are able to influence the menu and help with shopping and some preparation. Some prepare their own meals on a regular basis. There is a good supply of food available including fresh vegetables and fruit. The home helps people maintain a healthy weight where this is in their best interest. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 13 Personal and Healthcare Support The intended outcomes for Standards 18 - 21 are: 18. 19. 20. 21. Service users receive personal support in the way they prefer and require. Service users’ physical and emotional health needs are met. Service users retain, administer and control their own medication where appropriate, and are protected by the home’s policies and procedures for dealing with medicines. The ageing, illness and death of a service user are handled with respect and as the individual would wish. The Commission considers Standards 18, 19, and 20 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 18, 19 & 20 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service receive good support and guidance to help ensure their health and well being. Support is offered in an appropriate manner reflecting the needs of individuals. EVIDENCE: One person who uses the service said: “All the staff look after me well”. Family said: “Care and support at The Lawns is excellent”. “We are kept up to date with important issues. I have been kept well informed” and, when medical care was necessary, “They could not have managed all that was required in a better way”. Good health records are kept and it is clear that people make decisions about their health care, such as whether they want to be accompanied to appointments or not. Personal care support is recorded. We saw responses to the home’s quality surveys. Response from health care professionals was very positive. We discussed positive health promotion. The registered manager is The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 14 aware of well-man and well-woman preventative health monitoring and described how this is achieved at the home. One person is properly supported to handle their own medicines safely and keep them securely. For those who are unable a monitored dose medication system is used. This system is pre prepared by the local pharmacist. There are good records to show that medication is administered as specified by the person prescribing it. There were records of medication returned to the pharmacist and of when “homely remedies” were used. Staff who administer medicines are trained at some level in relation to medication, and there was information on file for each person about the medication they were using. Following discussion the home agreed that keys for the medication cupboard should be handled by a designated person at all times so that a full audit is always possible. This prevents the likelihood of mishandling. Staff said: “Medication is tightly run which makes staff feel safe when dispensing. Our manager always explains everything as soon as she knows herself”. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 15 Concerns, Complaints and Protection The intended outcomes for Standards 22 – 23 are: 22. 23. Service users feel their views are listened to and acted on. Service users are protected from abuse, neglect and self-harm. The Commission considers Standards 22, and 23 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 22 & 23 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. There are good systems in place to ensure that people’s voices are heard and that they are protected from abuse. EVIDENCE: People who use the service said they knew who to speak to if they were not happy and how to make a complaint. Staff and family were named as people to help them. All staff surveyed said they knew what to do if a person using the service or their family had concerns, one adding: “You pass on their issues straight to the manager or owner without delay”. All family asked if they knew how to make a complaint said yes or that “they didn’t require to anyway”. Asked if the care service responded appropriately if they, or the person receiving the service, have raised concerns about their care all said they didn’t need to. One added: “I feel very much at liberty to discuss any issues with the manager which is always met with patience and understanding. However, this is rare indeed”. The home has received one complaint since the previous inspection and this has been handled appropriately. We have received no complaints against the home. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 16 We looked at the Whistle Blowing policy, which would inform staff what to do if they had concerns. It was not clearly described what might constitute abuse. We also found that, although it contained contact details for the Commission, it did not contain contact details for the Local Authority Safeguarding team who must be alerted if a concern is raised. They can also be contacted for advice. The registered manager agreed the policy would be better if openly displayed although a newly employed member of staff did know where to find it. The home uses various ways to inform staff how to protect the vulnerable adults in their care, including some formal training and some discussion following a training DVD. New staff should be informed, earlier in their induction, how to protect people from abuse. (See the Standard on staffing). The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 24 – 30 are: 24. 25. 26. 27. 28. 29. 30. Service users live in a homely, comfortable and safe environment. Service users’ bedrooms suit their needs and lifestyles. Service users’ bedrooms promote their independence. Service users’ toilets and bathrooms provide sufficient privacy and meet their individual needs. Shared spaces complement and supplement service users’ individual rooms. Service users have the specialist equipment they require to maximise their independence. The home is clean and hygienic. The Commission considers Standards 24, and 30 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 24 & 30 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. The Lawns provides a clean, comfortable and homely environment. EVIDENCE: People who use the service said: “It’s a lovely home…. I like my bedroom. It has been recently decorated” and “Nice place, clean and tidy”. Family said: “The Lawns provides a real home from home for all its clients”. We looked around the home and saw all shared areas and some people’s bedrooms. It is comfortably furnished and in a good state of repair. The kitchen and laundry were especially clean and orderly. Bedrooms were individual and we were told about plans to redecorate and refurbish one, at the request of the person using it. People confirmed that they are very much involved in decisions about the décor of their room. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 18 Equipment provided is considered by staff to be adequate to meet people’s current needs. We saw that people have the choice of showering or of different styles of bath to suit their preference. Most use a key to their bed room so they have privacy. The laundry is well equipped, easily cleanable and suitable to meet the needs of the home. A cleaner is employed, but people who use the service are encouraged to be involved in cleaning their own rooms. Staff have the equipment and protective clothing they need to enable them to provide an adequate standard of hygiene. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 31 – 36 are: 31. 32. 33. 34. 35. 36. Service users benefit from clarity of staff roles and responsibilities. Service users are supported by competent and qualified staff. Service users are supported by an effective staff team. Service users are supported and protected by the home’s recruitment policy and practices. Service users’ individual and joint needs are met by appropriately trained staff. Service users benefit from well supported and supervised staff. The Commission considers Standards 32, 34 and 35 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 32, 34, 35 & 36 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who use the service can be assured that staff are well trained and supported. Recruitment should be further improved so as to be more robust. EVIDENCE: Comment from people about the staff include: “The staff are fab”. Eight family said staff always have the right skills and experience to look after people properly and two said they usually do. Comments included: “On the whole the staff are caring, considerate and humorous too, which in turn creates a happy, warm atmosphere”. All staff who replied to surveys said their employer carried out checks, such as Criminal Record Bureau (CRB) and references, before they started employment. One said: “This is done strictly when ever any new staff comes here to work”. We examined the recruitment records of two recently employed staff. One had all safety checks completed, which ensured they were safe to work with The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 20 vulnerable adults. Although the second had checks in place it had not been confirmed why the person had left their last employment, which was in a care setting. Nor were there dates of the previous employment. This left the query as to when they had worked there and why they had left. This should have been explored prior to their being offered employment at the Lawns. All staff surveyed said their induction training covered everything they need to know about the job when they started, one person adding: “The induction is very in depth. Then new staff are always shadowed until they feel confident, and they are competent to be left alone”. Another staff member, interviewed during the inspection visit, confirmed that she received good support and supervision when new at the home. All staff surveyed said they are given training which is relevant to their role, one adding: “Training is offered to maintain the high standards of care, for each individual service user”. We saw the induction record of one member of staff. This training had been started promptly when first employed but not yet completed. Although most areas of particular importance, fire safety, meeting people’s individual needs, some policies, had been completed she had not yet received any training in how to protect vulnerable adults from abuse, and was a little unsure about it. Information of relevance to protecting people should be provided more promptly. Survey forms returned by staff indicated that they felt well supported to do their job with regular meetings with the manager. The registered manager reports that all staff are encouraged to undertake National Vocational Qualification (NVQ) in care, this being an indicator of their competence. She says there are three members of staff on duty during the day and one awake and one asleep during the night. Numbers of staff were sufficient during the visit and there were no negative comments received about staff in any way. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 21 Conduct and Management of the Home The intended outcomes for Standards 37 – 43 are: 37. 38. 39. 40. 41. 42. 43. Service users benefit from a well run home. Service users benefit from the ethos, leadership and management approach of the home. Service users are confident their views underpin all self-monitoring, review and development by the home. Service users’ rights and best interests are safeguarded by the home’s policies and procedures. Service users’ rights and best interests are safeguarded by the home’s record keeping policies and procedures. The health, safety and welfare of service users are promoted and protected. Service users benefit from competent and accountable management of the service. The Commission considers Standards 37, 39, and 42 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): 37, 38, 39 & 42 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. People who live at The Lawns can be assured the home is well run in their best interest. EVIDENCE: Mrs (Joan) Stewart is the Registered Provider and has run The Lawns for many years. There are two senior staff, one undertaking National Vocational Qualification (NVQ) level 4 in care, which is an indicator of competence. Either Mrs. Stewart or senior staff are always on duty. Staff feel well supported. One said: “The Lawns as a home is fantastically run. Every aspect of the service is run well”. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 22 Asked what the home does best one family who replied to survey said: “Mrs. Stewart and her staff has always looked after my son to the highest standard. He is happy there. He doesn’t complain about anything at all. When he comes home for a break he looks forward to going back to his friends”. Another said: “Joan and staff continue to provide an excellent standard of care, in a cheerful, friendly and family-like manner. Long may it continue”. There is a quality assurance system in place that involves consulting with people who use the service, family, staff and those who work professionally on behalf of people in the home. People and staff have regular meetings and we saw from the minutes that these cover many topics. People discussed food and menus, holidays and visits. Staff discussed peoples specific care needs and work related issues. The building is well maintained and there were risk assessments so that risk can be identified and minimised or removed. We saw records to show that the servicing of equipment, including gas and electrical, was in date. The risk from Legionella is now properly managed. Fire safety is well managed. Both staff and people who use the service were able to describe what to do in the event of the alarm being sounded. Records showed that when drills occur and the standard of response is not considered good enough staff are ‘brought to task’ until it is improved. We brought to Mrs. Stewart’s attention the way staff use language at the home, which gives the impression of a poorer standard of service than other evidence suggests is the case. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Adults 18-65 have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 X 2 3 3 X 4 X 5 X INDIVIDUAL NEEDS AND CHOICES Standard No 6 7 8 9 10 Score CONCERNS AND COMPLAINTS Standard No Score 22 3 23 2 ENVIRONMENT Standard No Score 24 3 25 X 26 X 27 X 28 X 29 X 30 3 STAFFING Standard No Score 31 X 32 3 33 X 34 2 35 3 36 3 CONDUCT AND MANAGEMENT OF THE HOME Standard No 37 38 39 40 41 42 43 Score 3 3 X 3 X LIFESTYLES Standard No Score 11 X 12 3 13 3 14 X 15 3 16 3 17 3 PERSONAL AND HEALTHCARE SUPPORT Standard No 18 19 20 21 Score 3 3 3 X 3 3 3 X X 3 X The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 24 NO Are there any outstanding requirements from the last inspection? STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard YA34 Regulation 19(1) Requirement Timescale for action 07/11/07 2. YA34 19(1) Where a person’s last employment was in the care of vulnerable adults the reason for their leaving that employment must be available. This will help ensure that only staff suitable to work with vulnerable adults are employed. Dates of previous employment 07/11/07 must be available so that the registered manager has full information prior to offering employment. This will help ensure only staff suitable to work with vulnerable adults are employed. 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 YA23 Good Practice Recommendations The home’s whistle blowing policy, which is to inform staff what action to take if they have concerns, should clearly describe types of abuse and contain the contact details for DS0000003830.V350473.R01.S.doc Version 5.2 Page 25 The Lawns the Local Authority Safeguarding team. The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 26 Commission for Social Care Inspection Ashburton Office Unit D1 Linhay Business Park Ashburton TQ13 7UP 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 The Lawns DS0000003830.V350473.R01.S.doc Version 5.2 Page 27 - 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. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!