Care Home: Victoria Residential Care Home

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What the care home does well Victoria provides a friendly, homely environment to those who live there. Service users and relatives told us "Humour is always apparent", "They look after us ... Food is good, I enjoy craft class and staff have a laugh with us". The home is looked after well and furnished for the comfort of service users. All areas were homely and comfortable and service users were able to choose where they sat and who they sat with.Visitors are made to feel welcome; during the site visit families spoken with were pleased with the services offered. We have been told that "They make my son and daughter-in-law very welcome and make them a drink", "They encourage us to visit in my sister`s room" and "They always offer a cup of tea and make us feel welcome." This means that service users look forward to visits from their families and they are pleasant experiences for everyone. The health care needs of service users are looked after well. Service users told us that the staff are good, kind and helpful. Relatives told us "My mother has been there 13 years and has always had excellent care", "I have no complaints, the staff are very good. They have caring staff who look after residents well". Relatives told us they were kept informed, with one saying "if my father is showing signs of ill health or there are other concerns, action is always taken quickly and I am contacted as soon as possible." Service users are kept informed of their rights and are protected by procedures which are followed. When service users were asked if they felt able to complain, they told us "I cannot fault them for what they do", "I have never had any concerns, I don`t know about making any complaints" and "I would speak to the officer in charge. I have never had any concerns". All service users stated they had someone they trusted and would tell them if they had any concerns." From information received, the home has a strong, dedicated management and staff team in place to support service users. Throughout the site visit it was seen that service users got on well with staff and that positive relationships had formed. Relatives spoke well of the staff team and, when asked, the staff were insightful about their role and responsibilities and their duties to support service users. When asked what they did well, the staff team were confident and told us "We treat clients with dignity and respect, and as individuals", "We care for the needs of everyone in a respectful and caring manner." "The service does well at looking after the residents in a kind and caring manner, hopefully making sure residents get the full care and attention they need, when they need it." They were also aware of their own learning and told us they would like more training in dementia and managing difficult behaviour, and would like information on illness of service users. They felt this would help them to be better carers and support service users in a more understanding way.Victoria Residential Care HomeDS0000005634.V345415.R01.S.docVersion 5.2Page 7 What has improved since the last inspection? The home has remained stable in the past 12 months, with no major events that have effected its smooth running. The registered manager told us that Focus meetings have been put into place, which means service users and relatives are invited to meet together and discuss the running of the home and consider future developments. From what people have said, the home`s menu has been changed and consideration is being given to the development of a video library which will support service users to have a wider choice of films to watch at their leisure. Pre-assessment documentation has been developed to include more details and plans are in place to involve service users more in the development of their care plans. The home`s recording of complaints has improved. All complaints are now recorded, including what could be termed as minor complaints. This means all comments received are taken seriously and gives service users confidence that their views are counted. Staff development has been promoted, in that, they are encouraged to contribute to develop practices within the home and are able to influence how the home is run. Training has increased and some staff have taken on more responsibility in everyday matters. CARE HOMES FOR OLDER PEOPLE Victoria Residential Care Home 295 Washway Road Sale Manchester M33 4EE Lead Inspector Sylvia Brown Unannounced Inspection 16th October 2007 11:00 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 Victoria Residential Care Home DS0000005634.V345415.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. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Victoria Residential Care Home Address 295 Washway Road Sale Manchester M33 4EE 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) 0161 973 1175 0161 973 6489 Trinity Merchants Limited Ms Eileen Margaret Hamlett Care Home 17 Category(ies) of Dementia (8), Dementia - over 65 years of age registration, with number (8), Old age, not falling within any other of places category (17) Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. A maximum of 17 service users within the category of old age (OP) who may also have a physical disability associated with age may be accommodated. Within the overall numbers a maximum of 8 service users within the category of dementia over 60 years of age (DE(E) or DE) may be accommodated. 10th January 2007 Date of last inspection Brief Description of the Service: Victoria is a residential care home that is registered to provide care for up to 17 residents, whose primary care needs are due to old age. Victoria is one of three care homes owned by Trinity Merchants Limited. Ms Eileen Hamlett is the registered manager at the home. The home is situated in the Sale area of Manchester and is within easy reach of local shops, public transport and the motorway network. Victoria is a large, two storey, detached property set in pleasant grounds. Accommodation comprises of 15 single bedrooms, four of which offer en-suite facilities, and one double room. The home has two assisted bathrooms and a stair lift to help residents to bedrooms on the first floor. There are two large lounges and a separate dining room. There are gardens to the rear and front of the property with car parking to the front of the home. The home operates a non-smoking policy. The current fees range from £380 to £460 and are based on funding arrangements. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The key unannounced inspection site visit of Victoria took place over one day. The site visit is part of the key inspection process. A key inspection looks at all the key National Minimum Standards and sees what the home is doing to meet them. Before the site visit, and as part of the overall key inspection process, the home completed an Annual Quality Assurance Assessment (AQAA) which is a self-assessment and a dataset completed once a year by all providers, whatever their quality rating. It is one of the main ways that we get information from providers about how they are meeting outcomes for people using their service. The AQAA also provides us with statistical information about the individual service, trends and patterns in social care. During the site visit, two people were case tracked, this means the care of two people were looked at in depth. The term preferred by people living at Victoria is service users. This term is, therefore, used throughout the report when referring to those living at the home. Survey forms were provided to service users, their families and staff. Information received is included in the report, where appropriate and applicable. Comments received after the report is completed will be included within the next inspection process. Since the last inspection, which took place in January 2007, the CSCI has not received any complaints about this home. What the service does well: Victoria provides a friendly, homely environment to those who live there. Service users and relatives told us “Humour is always apparent”, “They look after us … Food is good, I enjoy craft class and staff have a laugh with us”. The home is looked after well and furnished for the comfort of service users. All areas were homely and comfortable and service users were able to choose where they sat and who they sat with. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 6 Visitors are made to feel welcome; during the site visit families spoken with were pleased with the services offered. We have been told that “They make my son and daughter-in-law very welcome and make them a drink”, “They encourage us to visit in my sister’s room” and “They always offer a cup of tea and make us feel welcome.” This means that service users look forward to visits from their families and they are pleasant experiences for everyone. The health care needs of service users are looked after well. Service users told us that the staff are good, kind and helpful. Relatives told us “My mother has been there 13 years and has always had excellent care”, “I have no complaints, the staff are very good. They have caring staff who look after residents well”. Relatives told us they were kept informed, with one saying “if my father is showing signs of ill health or there are other concerns, action is always taken quickly and I am contacted as soon as possible.” Service users are kept informed of their rights and are protected by procedures which are followed. When service users were asked if they felt able to complain, they told us “I cannot fault them for what they do”, “I have never had any concerns, I don’t know about making any complaints” and “I would speak to the officer in charge. I have never had any concerns”. All service users stated they had someone they trusted and would tell them if they had any concerns.” From information received, the home has a strong, dedicated management and staff team in place to support service users. Throughout the site visit it was seen that service users got on well with staff and that positive relationships had formed. Relatives spoke well of the staff team and, when asked, the staff were insightful about their role and responsibilities and their duties to support service users. When asked what they did well, the staff team were confident and told us “We treat clients with dignity and respect, and as individuals”, “We care for the needs of everyone in a respectful and caring manner.” “The service does well at looking after the residents in a kind and caring manner, hopefully making sure residents get the full care and attention they need, when they need it.” They were also aware of their own learning and told us they would like more training in dementia and managing difficult behaviour, and would like information on illness of service users. They felt this would help them to be better carers and support service users in a more understanding way. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 7 What has improved since the last inspection? What they could do better: The information obtained during the pre-assessment procedures should be developed to include consultation with relatives and health care professionals. It would also be beneficial to record service users’ pre-assessment visits to the care home and any observations made. This would ensure that all service users’ care needs are identified and indicate individual areas of support required, should the service user decide to be accommodated. Care plans should reflect the individualised needs of service users and how they should be met according to the service users’ individual preferences. Daily recording, including evening and night-time’s records, should reflect the day to day achievements of service users and their routines. This practice would support service users to receive care and support that is individualised and personal to them, and guide staff on how that support should be provided. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 8 The home could develop to support service users to serve themselves at mealtimes. Service users could be supported to retain their independence by having the opportunity to pour their own drinks and serve others. Some service users are also able to serve themselves at meal times, if food was served in individual bowls at their table. This would mean meals would not have to be served ready plated and service users could chose their own meal size. In order to ensure recruitment procedures are fully completed and that all the information required is held on staff personnel files, the home should ensure that current photographs of staff are obtained and written references obtained to confirm verbal information given from referees. The staffing rota should clearly detail staffing positions and hours. Care hours should be recorded separately from other duties delegated, i.e., domestic services. This means the home can be more accurately assessed regarding the provision of care hours allocated. 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. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 9 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 Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 10 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): 3, Standard 6 is not applicable to this service. Quality in this outcome area is adequate. This judgement has been made using available evidence, including a visit to this service. Service users have their needs assessed prior to moving into the home. EVIDENCE: Two service users’ files were looked at. They contained pre-assessment records. The registered manager recognised that they could be further to developed to include consultation with the service users and others, including relatives and health care professionals where required. In general, service users and relatives said they received enough information to assist them in making decisions about their long-term future. Victoria Residential Care Home DS0000005634.V345415.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): 7, 8, 9 & 10 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users have their care and health needs recognised, recorded and met. EVIDENCE: All service users have their needs recognised and recorded. Care plans have been developed to meet those needs. Some records need more details to ensure they are personalised to the individual, for instance, toileting programmes and bathing routines. Furthermore, daily records should reflect the day to day individual routines of service users, like rising and retiring times and any achievements. Service users received visits from healthcare professionals and received support to maintain, as far as possible, good health. Medication administration practices were completed correctly and medication administration records were signed for as medication was administered. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 12 Service users said that staff were friendly and helpful. One said “they will do anything for you”. Staff were observed taking time to sit and chat with service users, making them drinks as they individually required and were polite and courteous when speaking with them. Relatives told us they were satisfied with the support their relative received, with one saying “when mum goes into hospital, they phone us at the same time as the ambulance”. The relative also said “when mum was ill, they upped the staffing level of care”. Victoria Residential Care Home DS0000005634.V345415.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): 12, 13, 14 & 15 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users are able to maintain control over their own lives and are supported to make choices and decisions for themselves. EVIDENCE: Service users have the opportunity to join weekly activities if they wish. The registered manager told us that consideration is being given to developing daily activities. Daily records did not demonstrate sufficient information to fully confirm the care and support service users were receiving and did not demonstrate the care and attention observed during the site visit. One service user supported in their room received at lot of attention and support, however records were brief. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 14 Service users told us that they could stay up as long as they liked and make arrangements to go out with family, as they desire. They also said they could have a lie in, in the morning and choose where they would like to sit during the day. Some said they vary where they sit between the lounges and their own room. Meals and mealtimes are pleasant experiences. The home consults with service users about their favourite foods and alters the menu accordingly. Food is home cooked with a variety of options being made available at each meal. Service users are able to have homemade cakes and sweets at both mealtimes and during the day. Some service users were observed to be able to serve themselves, however the home does not fully support them to be independent. Drinks were poured for them, including milk and sugar. Additional food options were also served to them when they could serve themselves. Service users should be supported to serve themselves and/or each other, where possible. One relative was slightly concerned about their relative’s weight and felt that the home could do a little more to ensure their relative received increased numbers of small snacks throughout the day, as a way to try and increase food intake. Friends and family are able to visit and meet in private. They told us they were made to feel welcome. When asked about the support, they told us, “they really look after her well, she’s looking younger and younger”. Victoria Residential Care Home DS0000005634.V345415.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): 18 & 19 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users are kept safe and have their concerns recognised by effective complaints and adult protection procedures. EVIDENCE: The home’s written complaints procedures are known to service users. They told us that they knew how to complain and that they had someone they could talk to if they were unhappy. A record of all complaints was kept and complainants receive a response about the outcome of any investigation and details of action taken by the home to improve services in the future. Adult protection procedures were in place and staff receive adult protection training. Service users said they liked staff and felt safe. There have been no allegations or suspicions of abuse made at the home. Service users’ surveys indicated that they felt safe and were able to speak with someone if they had concerns. Victoria Residential Care Home DS0000005634.V345415.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): 19 & 26 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users live in a pleasant and well maintained home. EVIDENCE: Service users have the opportunity to sit in lounges and dining rooms that are homely. Decoration is to a good standard and fixtures and fittings of a good quality, offering service users safety and comfort. Each area is personalised and supports service users to have different places to sit which are nice. Service users told us they liked living at the home and found everything to their satisfaction. Bedrooms are individually decorated and personalised, according to service users’ own wishes and tastes. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 17 Day to day repairs are recorded and routines are in place to ensure, as far as possible, that service users live in a safe environment. Fire safety records were up to date and there were no outstanding issues arising from the last fire safety inspection. On the day of the site visit we observed the home to be clean and free from unpleasant odours. Victoria Residential Care Home DS0000005634.V345415.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): Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. Service users are protected by effective recruitment procedures. They receive support from staff who are trained to support their needs. EVIDENCE: The home’s written recruitment and selection procedures are followed, however the home should ensure that photographs of staff are maintained on file and that written references are obtained in respect of all staff recruited. The home told us that over 50 of staff are trained to NVQ levels 2 or 3. A senior staff member is always available and responsible at all times for the safety of service users and staff. The rotas looked at identified staff, however their staffing positions were not identified. Furthermore, where care staff complete domestic duties, their hours should be recorded and separated from the care hours provision. Training and development plans are being developed to ensure that all staff’s training needs are identified and training is provided in a timely manner. One service user told us “They look after me very well. I am quite happy at the moment”. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 19 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): 31, 33, 35 and 38 Quality in this outcome area is good. This judgement has been made using available evidence, including a visit to this service. The home had systems and procedures in place which safeguard and protect residents. The home is run in the best interests of residents. EVIDENCE: There have been no changes regarding the management of the home. The registered manager has been registered with the CSCI and has obtained the appropriate training to run a home, including NVQ level 4 and the registered manager’s award. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 20 Service users and relatives spoke positively about the management of the home; they told us “The home looks after the service users in an organised and careful manner”, “The manageress is very good, the other staff seemed to be trained on their job”, “They have caring staff who look after service users well” and “I cannot fault them for what they do”. The home’s management systems are supported by administrative staff at the company’s main office. The manager told us that since the last inspection systems have been put into place to consult with service users and families. Focus meetings have commenced and it is hoped that families will be able to contribute to the way the home is run and be able to influence change within the home. Families spoken with told us they were happy with the way the home is managed and that their relatives were looked after well. There are systems in place to manage small financial balances for service users, with income and expenditure records in place and receipts to confirm expenditures. Formal supervision has commenced for all staff. Some staff told us they would like more group staff meetings where they are able to discuss issues and share their opinions with others as part of their learning. Currently, the registered providers do not complete formal Regulation 26 visits, however the director of services does attend the home regularly to discuss the management of the home and ensure standards are maintained. Formal quality assurance procedures are not completed as required. The home should consider ways in which to develop this and consult with all relevant and interested people about service provision and produce a public report of the outcome. The AQAA told us that health and safety procedures were in place and kept up to date with checks to service equipments being completed as required. Records at the site visit confirmed this. Work place risk assessments were recorded, fire safety officers visited the premises in July 2007; recommendations and advice given have been acted upon. Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 21 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 2 X X X HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X 3 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 X X X 3 Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 22 Are there any outstanding requirements from the last inspection? Yes STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 23 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 OP3 Good Practice Recommendations Pre-assessment procedures should include the recording of consultation with the service user, relatives and health care professionals. Pre-admission visits to the home should also be recorded, as should any observations made. Care plans should detail service users’ individual preferences for care, as well as their care needs and how they would like them individually met. Service users should, after risk assessment, have the opportunity to serve themselves drinks and meals at meal times. Staff files should contain a current photograph of staff and written confirmation from referees where verbal references were obtained. The rota of hours worked should detail staffing positions and clearly define care hours separately to ancillary duties, such as domestic support. Arrangements should be made for monthly visits to be completed in accordance with Regulation 26. 2 3 4 5 6 OP8 OP15 OP27 OP27 OP33 Victoria Residential Care Home DS0000005634.V345415.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Manchester Local Office 11th Floor, West Point 501 Chester Road Old Trafford Manchester M16 9HU 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 Victoria Residential Care Home DS0000005634.V345415.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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