Care Home: The Maltings Care Home

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What the care home does well The Home provides comfortable and homely accommodation for the residents which meets their needs. All of the bedrooms are single and ensuite. Although the building is modern the staff have worked hard to ensure that the lounges are decorated and furnished in a style which will feel comfortable and familiar to the majority of the residents. Residents and relatives spoke highly of the staff team. Some of the comments that were made were as follows: `Staff are very helpful and understanding`, `first class, friendly service`, `excellent care staff`, `staff are very very good`. The Manager manages the Home well in a way which puts the needs of the residents first. Staff, residents and relatives said that the Manager is enthusiastic, supportive and communicates well. The residents personal and healthcare needs are met at the Home. There are good relationships with the local health and social care professionals. Residents enjoy their meals and are offered choices on a daily basis. The residents dietary needs and personal preferences are met. Residents said: `very good meals` `meals are nicely cooked and well presented` What has improved since the last inspection? The Home has an ongoing programme of redecoration and refurbishment. Bedrooms are decorated prior to a resident moving in to them. Some of the communal areas have been redecorated. The garden at the rear of the Home is being maintained to a higher standard. The care plans have been improved as they now contain more detailed information about the needs of the residents and how these should be met. Staff find the documents easier to refer to and find the information that they need. Complaints are being dealt with appropriately. The Manager takes any concerns/complaints seriously and takes action to address them in a timely way. Staffing levels have increased in response to the increasing needs of the residents. There are now four waking night staff on duty at night. There is also an additional member of care staff on duty during the mornings at weekends. What the care home could do better: The Manager needs to keep the staffing levels under review with regard to the changing needs of the residents to ensure that the residents needs can always be met. The Home employs staff to organise activities for approximately 20 hours per week. The care staff do not have time to spend with individual residents assisting them with activities and so this does limit the number of residents who can be supported to take part in meaningful activities on a regular basis.There is a need for clearer written guidance for staff about when to give residents `as required` medication. Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Maltings Care Home 103 Norwich Road Fakenham Norfolk NR21 8HH     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Lella Hudson     Date: 1 8 1 1 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. 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 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: The Maltings Care Home 103 Norwich Road Fakenham Norfolk NR21 8HH 01328856362 01328863407 the.maltings@fshc.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Four Seasons Homes (No 4) Limited (wholly owned subsidiary of Four Seasons Health Care Limited) Name of registered manager (if applicable) Mr Robert Leslie Deller Hammond Type of registration: Number of places registered: care home 43 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Room 21 to be occupied by people who are independently mobile throughout the length of their stay in the home. Date of last inspection Brief description of the care home The Maltings is a purpose built residential care home close to the centre of Fakenham that was opened in 2000. The home is in a predominantly residential area of the town and is set back from the main road and has a car parking area at the front. It is situated on two floors with 18 single room on the ground floor and 25 single rooms on the upper floor. All rooms have en-suite shower and toilet facilities. The upper floor is accessible by a shaft lift, or by stairs where a chair lift has been installed. The home is spacious and connected by corridor that extends around each floor. Each floor has a dining room and lounge. The home has an entrance lobby and a reception office. The Care Homes for Older People Page 4 of 27 Over 65 43 0 Brief description of the care home managers office and a hairdressing room are also located near to the main entrance area. There is an enclosed rear garden that is paved with brick and has raised flower beds. There is a small decking area at the front. Fees charged are between £368 and £505 per week. Copies of CSCI reports are available at the home in the reception area and can be obtained from the CSCI website. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This report contains information gathered about the Home since the last Key Inspection (January 2008). The Manager completed the Annual Quality Assurance Assessment and this report contains information that was within this document. It also contains information gathered from surveys returned to us by staff, residents and relatives. We have also included information obtained during our unannounced visit to the Home on 18th November 2008 during which time we spoke to the Manager, staff and residents, looked at documents and looked around the Home. Care Homes for Older People Page 6 of 27 What the care home does well: What has improved since the last inspection? What they could do better: The Manager needs to keep the staffing levels under review with regard to the changing needs of the residents to ensure that the residents needs can always be met. The Home employs staff to organise activities for approximately 20 hours per week. The care staff do not have time to spend with individual residents assisting them with activities and so this does limit the number of residents who can be supported to take part in meaningful activities on a regular basis. Care Homes for Older People Page 7 of 27 There is a need for clearer written guidance for staff about when to give residents as required medication. 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 set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 27 Details of our 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) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this 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 needs of the residents are adequately assessed prior to them moving into the Home. Evidence: The information gathered during the pre admission assessment has improved and is now more detailed. We looked at this information within a sample of the care plans. The information within the assessment then provides the basis for the care plan. The Manager said that the organisation are providing a new format for the pre admission assessment. The admission process includes gathering information from the resident and their family, if appropriate, as well as social and health care proffessionals who are involved in the residents care. Care Homes for Older People Page 10 of 27 Evidence: The residents surveys which we received stated that the residents felt that they had received good information about the Home and the service it provides prior to moving there. Care Homes for Older People Page 11 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this 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 residents health and personal care needs are met in a way which respects their privacy and dignity. Medication is managed safely. Evidence: We spoke to two residents who both said that they feel that they receive good care at the Home and that their needs are met. One of the residents said that they are supported to maintain their independence as far as they are able but that the staff are available for support when needed. We observed staff providing care to the residents in a respectful and kind manner. In our discussions with staff it was clear that they have a good understanding of the needs of the residents and that they work hard to meet individual needs. The staff who spoke to us know what is written in the care plans and gave consistent answers about the care that individual residents need and how this is provided. We looked at two of the care plans. These are detailed and contain a lot of information about the way in which residents needs should be met. It is clear that residents have Care Homes for Older People Page 12 of 27 Evidence: been involved in the care planning process wherever possible. The care plans are regularly reviewed but where changes are made it would be clearer if the original care plan is updated rather than staff having to read through the reviews. Risks are recognised and assessed. It can be seen from the care plans that referrals are made to health care proffesionals as needed and that their advice is incorporated into the care plans. We spoke to one of the healthcare professionals who regularly visits the Home and they said that communication between the staff team and the healthcare team is good. They said that it is a joy to come to this Home. They said that they did not have any concerns about issues such as pressure care, nutrition or continence as these are well managed by the staff team. The residents surveys have mixed responses between always and usually with regard to the question about whether they receive the care that they need. The relatives surveys are equally mixed with regard to this question.They all confirmed that the staff listen and act when residents speak to them. From the information that we gathered during the Inspection process there is evidence that the current staffing levels are adequate to meet the health and personal care needs of the residents but that they are not sufficient to enable staff to have much time to spend with individual residents on a one to one basis. We looked at the medication system and this provided evidence that medication is being managed in a safe way. Residents receive their medication at appropriate times although in the mornings it can take the Senior carer a long time to administer everyones medication. The requirement is repeated with regard to ensuring that there is clear information available for when PRN (as required) medication should be administered. Care Homes for Older People Page 13 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this 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 residents are helped to exercise choice and control over their lives as far as is possible for each individual. Residents are offered tempting meals and their dietary needs are met. Some of the residents feel that they are able to be involved in meaningful activities on a regular basis. Evidence: The Home has an activities co-ordinator who works five hours a day for four days per week. Discussions with the residents and observations of photographic displays around the Home show that the residents are supported to take part in a range of activities, both within the Home and away from the Home. However, the staffing levels currently do not allow for the care staff to have much time to support the residents with activities and so it is often the more able residents who are able to take part in activities. The majority of activities provided are those that can be provided to a group rather than on an individual basis. The responses within the residents surveys are mixed with some stating that there are adequate activities and others that there are not enough. One of the residents who we spoke to said that the staff encourage them to maintain Care Homes for Older People Page 14 of 27 Evidence: their interests away from the Home so that they can continue with a similar lifestyle to the one they had before moving into the Home. Entertainers visit the Home to provide musical entertainment. Local preachers/vicars come to the Home on a regular basis to provide services or just to spend time with individual residents. The staff team and relatives work hard to raise money to provide activities and equipment. This has included paying towards trips out away from the Home and also the provision of a raised decking area and seating at the front of the Home. Regular meetings take place for residents and relatives. We saw evidence of action that the Manager has taken about issues raised during these meetings. On the day of our visit there were several visitors and they told us that they are able to come to visit their relative whenever they like. They said that the staff are friendly and make them feel welcome. All the relatives surveys contained positive responses to questions about whether they are kept informed about issues relating to their relatives. Residents told us that they are able to make their own decisions about what time they get up and go to bed as well as to where they spend their time during the day. Staff were observed communicating well with the residents and offering them choices about a variety of issues. Staff explained to residents what they were going to do when they provided support. The Home employs staff in the kitchen to provide all three main meals in the day so that care staff are only involved in the serving of meals and not in cooking or clearing away in the kitchen. Residents have the choice of having their meals in one of the two dining rooms or in their own rooms. The two dining rooms are laid out in very different ways but this is due to the choice of the residents who sit in these rooms. Residents told us that they enjoy their meals and that they have a lot of choice. They said that the cook regularly talks to them about the meals and asks their opinions. The responses within the residents surveys about meals are mixed between always and usually liking the meals. Additional comments were made such as: we have very good meals the meals are nicely cooked and well presented. There were also a couple of comments about the quality of the meat and we spoke to the cook about this. She said that as soon as this had been raised with her she had spoken to the residents concerned and addressed the situation. The care plans contain information about the nutritional needs of individual residents and the cook has a copy of information relating to dietary needs and preferences. Care Homes for Older People Page 15 of 27 Evidence: Following a risk assessment, one of the residents has a small fridge, kettle and microwave in their room to enable them to be independent if they wish to. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Complaints are taken seriously and dealt with appropriately. Procedures and staff training are in place to protect the residents from abuse. Evidence: The Manager provides training to the staff about the subject of abuse and safeguarding vulnerable adults. To ensure that the staff are receiving adequate training about this issue then the Manager needs to undertake training which confirms that he is qualified to teach this issue or the staff need to receive the training from an external provider. The Manager has already approached training providers to ensure that this takes place. The staff who spoke to us were aware of the correct procedure to follow if they were concerned about any possible abuse and also aware of the organisations Whistle blowing policy. Although the Home does not have residents with a diagnosis of dementia they do have some residents who are sometimes confused. Staff receive training about dementia and communication. This assists them in understanding the reasons behind some of the residents behaviour and how best to support them. The Manager keeps records relating to any concerns or complaints and takes these seriously. Residents who spoke to us said that they are confident that their complaints would be taken seriously. One comment was that although the Manager always takes Care Homes for Older People Page 17 of 27 Evidence: action he does not always tell the resident raising the issue what this action is, or the reason for a delay. All of the residents surveys said that staff listen and act on what they say and that they know how to make a complaint. All of the residents surveys state that they are aware of the complaints procedure. All of the staff surveys, except for one, state that they know what to do if someone wishes to make a complaint. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Home provides comfortable, homely accommodation for the residents and there is an ongoing plan for redecoration and refurbishment. Evidence: We looked around the communal areas of the Home and also saw some of the bedrooms. The Home is clean and there are plenty of supplies of cleaning materials as well as protective equipment such as aprons, gloves and hand gel. Whilst there is evidence that some of the areas of the Home have been redecorated the corridors are quite shabby and in need of redecoration. The Home has a lounge and dining room on both floors so that residents are able to have a choice about where they spend their time. A lot of thought has gone into making a modern building homely with particular attention being given to the lounges. The Home has assisted bathrooms and there is additional mobility equipment available, such as adjustable beds, to ensure that the residents needs are met. The care plans contain information about equipment that residents need. The bedrooms are all single rooms and are all ensuite. It is clear that the residents are Care Homes for Older People Page 19 of 27 Evidence: encouraged to personalise them as they wish. Call bells are available in all rooms. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff receive appropriate training and support to carry out their roles effectively. Staff are provided in adequate numbers to meet the needs of the residents. Evidence: The usual staffing levels for the Home are for there to be one senior carer plus five care staff on duty between 8am and 8pm between Monday to Friday. At weekends there is an additional care staff on duty during the mornings as there are no administrative staff on duty so staff are expected to respond to the door bell and phone calls. This increase at weekends has been greatly appreciated by staff and residents. In addition to the care staff the Home employs a maintenance member of staff, an administrator, domestic, laundry and catering staff. The Manager is expected to work Monday to Friday 9-5pm although staff and residents all said that he works whatever hours he is needed and is regularly in the Home at weekends or in the evenings. The night staffing provision has been increased in the last year and so there is now one Senior carer and three care staff on duty. The Manager said that he is regularly reviewing the needs of the residents at night to ensure that this is sufficient. Care Homes for Older People Page 21 of 27 Evidence: Discussions with the staff, residents and the Manager as well as information gathered from the surveys that we received show that the staffing levels are enough to provide a good level of care to the residents but that there is little time for staff to spend additional time on a one to one basis with residents. Additional comments were made within the surveys such as: there are enough staff staff are very helpful and understanding first class, friendly service Discussions with staff echoed the information within the staff surveys with regard to confirming that the staff team receive appropriate training and support to carry out their roles effectively. Staff receive mandatory training such as moving and handling and fire safety as well as additional training relevant to individual residents needs such as communication, dementia, visual awareness. Training is provided by the organisations own trainers as well as some being provided by local healthcare professionals such as the District Nurses. Training records are kept which show that staff receive regular updates of mandatory training as well as the additional training. There is also an ongoing NVQ programme for staff to take part in. We looked at a selection of staff files and these contain the necessary information and provide evidence that appropriate checks are carried out prior to staff starting work at the Home. The staff surveys confirm that these are carried out. The organisation has improved the induction programme since the last Inspection and confirm that this now complies with the Common Induction Standards. New staff are able to shadow more experienced staff when they first start work at the Home. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Home is well managed in a way which puts the needs of the residents first. There are systems in place to regularly measure the quality of the service provided. Health and safety is given a high priority and regular checks take place to ensure compliance. Evidence: The Manager has appropriate training and experience to manage this Home. Staff and residents speak highly of his style of management which puts the needs of the residents first. Staff said that they feel that they get good support and that he is always available to discuss any issues. Records show that the supervisions are not always recorded on a formal basis which the Manager knows needs addressing. The Manager clearly knows the residents and staff well. He is a good communicator and staff and residents feel that they are kept up to date about issues affecting the Home. Staff said that the Manager is clear in his aim that the Home should provide a service to the residents which is of a high quality. Care Homes for Older People Page 23 of 27 Evidence: The deputy manager of the Home has recently left and the Manager said that they are currently recruiting to this post. Whilst there is a vacancy then the Manager will have to undertake all of the management tasks that normally may be allocated to a deputy. The Manager said that he receives good support from the organisations area manager. No-one at the Home is an appointee for any of the residents and they do not collect pensions but they will look after money for residents if they wish them to. The money is paid into one account but seperate records are kept for each resident, both on the computer and on paper. These accounts are available for residents and their relatives if they wish to have them. There is a brief financial care plan kept in the residents care notes which explains the arrangements in place. Only the administrator and the Manager have access to the money which means that residents cannot access their money if neither are available. The organisation has its own quality assurance process. This includes regular visits by someone identified by the organisation as per Regulation 26, regular Health and Safety audits as well as the ongoing daily and weekly audits that take place in the Home about a variety of issues. The Manager has sent questionnaires to relatives as part of the quality assurance process. We saw the action plan arising from the responses. The majority of responses were positive and indicate that the Home is providing a good service. We looked at a selection of records relating to health and safety, including fire records. These show that regular maintenance and checks are carried out and that action is taken to address any problems. The hot water temperatures are regulated and regular checks are also carried out. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes R No £ Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action 1 9 13(2) There must be clear medical advice and instructions recorded for administering medication prescribed as PRN, or as and when required, so that people are safe from overdosing and under dosing. 01/02/2008 Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 It is required that written guidance is available about the use of as required medication This is to ensure that the residents receive medication at appropriate times 30/01/2009 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations 1 7 It is recommended that the care plans are rewritten when there are changes so as to avoid staff having to read through all the review information. It is recommended that the Manager attends training so as to be accredited to provide training to the staff about Safeguarding. It is recommended that the corridors are redecorated It is recommended that records are kept of all staff supervision sessions 2 18 3 4 19 36 Care Homes for Older People Page 26 of 27 Helpline: 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 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. 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