Inspection on 06/10/08 for Rayner House

This is the latest available inspection report for this service, carried out on 6th October 2008.

CSCI found this care home to be providing an Excellent service.

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Rayner House 19/10/05

Rayner House 07/06/05

Rayner House 13/09/04

Rayner House 01/03/04

Similar services:

Maple Lodge

Heathlands

Aston Court Nursing Home

Breme

Ravenhurst

Bank House

Inspirations

Westmead

Extracts from inspection reports are licensed from CQC, this page was updated on 31/03/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Rayner House 3-5 Damson Parkway Solihull West Midlands B91 2PP     The quality rating for this care home is:   three star excellent 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: Zeta Joseph     Date: 0 6 1 0 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 26 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 26 Information about the care home Name of care home: Address: Rayner House 3-5 Damson Parkway Solihull West Midlands B91 2PP 01217059293 01217059011 zoecollis@raynorhouse.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Rayner House & Yew Trees Limited care home 26 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Rayner House is a purpose built care home, which provides residential care for 26 older people. The home, which is a Not For Profit Charitable Trust, is situated in the Damson Wood area of Solihull and is within close proximity to shops, bus stops, doctors surgery and a public house. Accommodation for service users is arranged on two floors which are serviced by a passenger lift, all bedrooms are for single occupancy and provide an en suite toilet and washbasin and are suitable for wheelchair users, with the exception of one bedroom. Rayner House has four bedrooms designated for short stay residents. Also provided are two lounges, a conservatory/activity room, a dining room and three bathrooms fitted with specialist baths and hoists. The home has its own hairdressing salon. The facilities and gardens are well maintained. The Rayner House complex also accommodates a day care facility and Yew Trees sheltered accommodation. Staff at Rayner House, have some responsibility for daily verbal communication with residents at Yew Trees. The day centre and sheltered accommodation were not inspected, as there is no requirement to register these Care Homes for Older People Page 4 of 26 Over 65 26 0 Brief description of the care home facilities with the Commission for Social Care Inspection. The current scale of charges for the home is #337 - #366.50. Care Homes for Older People Page 5 of 26 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: three star excellent 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: The quality rating for this service is three stars. This means the people who use the service experience excellent outcomes. The service did not know we were coming, and this key inspection took place over one day. The focus of the key inspection is upon outcomes for people, their views of the service provided and aspects of service provision that may need further development. We looked at the Annual Quality Assurance Assessment information, this was returned to the Commission within the stipulated time frame. We received six comments from people and their relatives, comments from staff and one person was spoken to during the visit to the home because she had requested this. The inspection was undertaken with the support and co operation of the manager, Care Homes for Older People Page 6 of 26 people using the service and care staff. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details 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 26 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 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. Prospective people and their representatives are provided with excellent information about the home in order to make an informed decision about whether the service is right for them. The personalised needs assessment means that peoples diverse needs are identified and planned for before they move into the home. People are provided with a contract which clearly tells them about how Rayner House will meet their needs. This means that people are confident that Raynor House carry out all the processes necessary to ensure that their needs will be met in line with all the arrangements. This judgement has been made using available evidence including a visit to this service. Evidence: The Registered Manager ensures that an up to date Service User Guide and Statement Care Homes for Older People Page 10 of 26 Evidence: of Purpose are available in a suitable format for intended residents. These are displayed in the main entrance hall and in the reading room lounge. A Service User Guide is given to all prospective residents, and is available in standard text and large print. A brochure with colour photographs of the facilities is made available to prospective residents. A copy of the homes recent inspection report was seen in the reading room lounge and on the notice board. Every Service User has a written contract stating the occupancy, terms and conditions of living at Rayner House. Two peoples files was sampled and these contained a contractual document signed by each resident and their next of kin, this shows that people make an informed choice to move into residential accommodation. The home undertakes an in-depth assessment including social, cultural or religious needs before people are admitted to the home, this is to ensure the home can meet their care and support needs. The home ensures any specialist needs can be met by the skills mix of staff. A staff member shows the new resident around and explains how the home is run and what would be available. There are four rooms available for short stay residents. Prospective residents are invited to have a short stay of at least one week so that they can experience what it would be like to live at Rayner House before they make their decision. It is also in the terms and conditions of the occupancy contract that there is a trial period of four weeks before the occupancy becomes permanent. One of the files sampled included a short stay resident, all the relevant documentation was in place, signed and dated, this means that people have accurate information recorded about their care needs so that the correct care is provided. This home does not offer Intermediate Care. Comments from residents survey I had 5 weeks respite before entering as a permanent resident to try out Rayner House Care Homes for Older People Page 11 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is good. Practice regarding the planning and delivery of care is good and of a high standard and this means that people are assured that their health and personal care needs will be fully met. This judgement has been made using available evidence including a visit to this service. Evidence: Each resident has a care plan which is developed by the residents keyworker with the resident and/or their relative/representative. The care plan is detailed and captures the persons idividuality so that their care is delivered is personalised. The manager has revised all care plan and risk assessment documentation, this has resulted in a more effective care plan which is easier to complete and update. The format of the care plan makes it easy for the residents to contribute their care needs so that care needs are met. All care staff have been trained in compiling care plans and the three senior staff members each mentor a group of care staff to ensure each resident has a completed care plan and manual handling and risk assessment. Care Homes for Older People Page 12 of 26 Evidence: There is evidence that trained staff undertakes care plan, moving and handling risk assessments within the first two weeks of peoples admission. Progress has been made to include a falls risk assessment, nutritional screening and waterlow risk assessment where appropriate. Improvements in review and monitoring systems means that documents are reviewed regularly so that peoples care needs continue to be met and the review process identifies whether the key worker needs support. Peoples care plans and health and safety documents sampled are now more detailed than previously seen. This means that people can be confident that they will be protected will get support from staff who understands their care needs. There is a communication book to record all communications that take place between the residents relative/representative and the management staff. This means that any concerns raised are acted upon so that residents individual needs are always met The manager ensures that medication is stored and administered in a safe way. Senior staff responsible for administering medication have completed an in-depth training course. The stock of all medication has been kept under control and the ordering of repeat prescriptions is managed well. The home ensures that medicines received are checked against the photo copied prescription to ensure all medicines have been received; all senior staff members to sign the MAR sheet at the time of administrating the medicine to reduce the risk of wrong or overdose medication being given. Systems are in place to ensure that residents are assisted to place their own medication in their provided locked draw or for safe keeping within the homes system. The home has had a medication audit in September 2008 and the outcomes for people means that they are assured the correct medication at the right times. A resident spoken to said her privacy was respected and that staff were sensitive when she needed help with personal care Care Homes for Older People Page 13 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. An excellent range of activities within the home and community means that residents have opportunities to participate in stimulating and motivating activities. Meals and mealtimes are an enjoyable, social occasion for all residents. This judgement has been made using available evidence including a visit to this service. Evidence: The home has a programme of daily activities which includes links with a local college, local schools and have students attend the home regularly on work placement. The home offers placements for students under going the Duke of Edinburgh award. These students add a social contact to the residents and it helps the resident to feel part of the community. An Art Class is conducted in the conservatory where residents can attend and be helped to develop any artistic talents. It is also a way of helping residents relax and unwind. There are bingo sessions with a care assistant available to assist residents to participate. There is a television with tele text facilities in the in the communal lounge so that subtitles are available for residents with hearing impairment. The home holds a monthly Christian service for residents who wish to attend. Staff Care Homes for Older People Page 14 of 26 Evidence: assists residents in making arrangements to carry out any ethnic, cultural or religious requirements. If residents wish to attend their place of worship, staff assist with making this possible. A hairdressing facility is provided with a purpose built salon and there is a regular hairdresser who visits each Wednesday. Residents can make their own arrangements for their own choice of hairdresser or barber to visit and use the salon. The people living in the home were observed to be well dressed. Their clothes were appropriate to their age and gender. Everyone was wearing appropriate footwear that were in good repair so ensuring that they could walk around the home safely and to minimise the risk of them tripping over. There are systems in place to ensure that people do not wear clothes that do not belong to them. Residents/relatives or residents with enduring power of attorney are responsible for financial affairs. The home manages a pocket money system for residents to keep money in a safe and secure place but still have easy assess. The Inspector looked at the entries in the pocket money system and all money is recorded and reducing balances recorded accurately. If required information is given regarding an external advocate service who will act on the residents behalf. People are provided with a balanced and varied diet that meets their nutritional needs and choices, this means that they always have the variety of food that they prefer in a comfortable pleasant dining room. Fresh produce is bought from the local butcher and greengrocer and all meals are cooked on the premises. The Inspector observed the lunchtime meal and saw that people were enjoying the meal of their choice. Residents are offered a menu choice each day. The manager confirmed that choices including allergies, diabetics and vegetarian diets are catered for. The head cook will prepare alternatives on the day if people changed their mind about their earlier choice of meal. The manger explained about the table layout that includes crockery sets with a distinctive pattern that defines the edge of the plate to assist residents who may be visually impaired. At mealtimes, rimmed edged plates are also available and cutlery designed for residents who may have difficulty handling cutlery. This means that care and attention into table laying has enabled peoples independence to be maintained. There are residents meetings and notes from these show that residents participate and are confident when asking for community based activities such as pub lunches. Care Homes for Older People Page 15 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. People feel safe and listened to. The formal processes in place means that the homes procedures are available, understood and consistently applied. This judgement has been made using available evidence including a visit to this service. Evidence: A complaints procedure is available to all residents and this is included in the service user guide. A resident spoken to remembered information she was given, she said she felt safe, listened to, and able to speak to the staff and manager if she was unhappy about anything to do with her care. The home have a robust system for handling complaints so that complaints management is consistent and the service has always addressed residents and relatives concerns effectively. The complaints register was sampled and there were no complaints logged since the last inspection. The home has systems for identifying concerns at an early stage, which means that residents experience good outcomes regarding their initial query. The home ensures that residents are given the right to participate in the political process by ensuring they are on the electoral register, they are made aware of the voting date, are assisted to obtain a postal vote or access the polling station if that is their choice. The home adheres to its robust policy on Protection of Vulnerable Adults which is line with /Solihulls Multi Agency Guidelines to Care Homes for Older People Page 16 of 26 Evidence: safeguard adults. The homes policies, procedures and practice safeguards people from abuse, neglect and self-harm and takes action to follow up allegations made. The home ensures that care and office staff are provided with training about safeguarding older people and staff records sampled confirms this. Comments from the service user postal survey I would go to a member of staff if I had a complaint to make The staff are very caring Care Homes for Older People Page 17 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. The consistency of maintenance and renewal of equipment and facilities are being managed at an excellent standard. This means that residents are always protected and are not at risk from equipment that may be unsafe. The conditions of the decor and fixtures and fittings means that service users live in an environment where high standards of residential living is maintained. This judgement has been made using available evidence including a visit to this service. Evidence: Hand sanitizing after signing in, this means that high standards of cleanliness is being managed from entering the building, this means that the risk of cross contamination is minimized. Some bedrooms and communal areas were looked at and there are very good standards of residential living. The home is purpose built and meets the regulations. There are communal areas both inside and outside the building that residents can use. People have access to the garden and there are ample seats, flower beds and paving that are maintained so that residents can enjoy them. There are sufficient toilet, washing and assisted bathing facilities so that residents can be bathed or showered safely. The home is wheelchair accessible and there are grab rails in the corridors and other support aids in the assisted bathroom and toilet areas to maximise Care Homes for Older People Page 18 of 26 Evidence: peoples independence. All bedrooms are single occupancy with toilet en suite facilities with ample usable floor space. All bedrooms are furnished and residents can personalise their room by adding suitable small furnishings, ornaments, and pictures. A telephone point is provided in each room so the resident can still keep in contact with their friends and relatives. From looking at some of the rooms and communal areas, it is evident that these areas are safe to occupy and this means that that people are not at risk of tripping or slipping. Electrical equipment is tested to make sure these are safe to use. Fire records showed that fire equipment is tested regularly to ensure that the risks of a fire starting are minimised as much as possible. This assures people that the home is always safe for them to live in. There is non-slip flooring in the conservatory and this means that people can use this area safely. People do not share bedrooms and are assured their privacy and dignity. All bedrooms have en suite shower, toilet and wash hand basin facilities and are tastefully furnished and decorated. The rooms of residents, included whose care was case tracked showed individuals had been able to personalise their rooms, and they were clean and well presented. From the results of the postal survey, residents felt their rooms were comfortable and homely. Heating, lighting, water supply and ventilation are maintained so that the home is light, aired and is kept clean and free from offensive odours. The home implements its comprehensive policy and procedure for Infection Control and complies with relevant legislation. The home has laundry facilities with a policy and procedure in place to deal with the laundering of soiled and infected clothing and bedding. Hand washing facilities are available throughout the home and are prominent in areas where infected material or clinical waste is handled. The kitchen was clean and tidy and is accessed by a coded door lock to protect the people living there from harm. A separate rota shows there are sufficient domestic staff to manage the cleaning, which results in the home being clean and hygienic. Chemicals are stored appropriately, which means there are no potential risk to residents or visitors to the home. Records relating to water temps, odour, safety of the environment, storage of chemicals and programme of maintenance are kept. Improvements are continuing to be made to the environment so that more space is provided for people and this will mean that people will always live in a safe, homely and comfortable environment. Care Homes for Older People Page 19 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. All of the homes arrangements for staff recruitment are well organised and managed and this ensures that people are protected. Staff at Rayner House are trained and skilled. There are sufficient staff on duty to support people in line with peoples terms and conditions. This means that people will always benefit from the smooth running of the service. Evidence: Staffing levels are always maintained in sufficient numbers and this ensures that the needs of the people living in the home are always met. There is enough staff on each shift and staff have received sufficient training and support to ensure that the needs of people living in the home are always met. The homes recruitment practices ensure that the people living in the home are always protected. Staff recruitment records examined ensure that robust checks have been made to ensure that suitable people are employed. This means that rigorous recruitment management will always safeguard people. The manager ensures that staff are provided with the required training so they can always meet individual needs and this means that people will be kept safe from harm. Care Homes for Older People Page 20 of 26 Evidence: A training matrix had been devised so it is clear what training each member of staff needs or has received, and this means that people are assured that staff they have the skills and knowledge to always meet individual needs. Safeguarding training workshop is linked to the Solihull Trust where all staff are provided with training about It couldnt Happen Here. The manager is a member of the Safeguarding Sub Committee; this means that residents at the home are protected. Staff are provided with regular formal supervision from the qualified manager so that staff always know how to support the people living in the home. This assures people living at the home that they will always receive care and support from staff who are supervised. Comments from survey Staff trained when employed to NVQ level2. All other training is undertaken & kept up to date. Nice home to work in CRB checks are carried out for everybody I am kept up to date with new legislation My training includes moving & handling, hoist, health & safety, food & hygiene We do have regular supervision sessions with our mentor (one of the office staff) The office do try to cover sickness and holidays so we are fully staffed at all times Care Homes for Older People Page 21 of 26 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Quality in this outcome area is excellent. The management and administration of the home is of a very high standard based on openness and respect. There is an effective quality assurance system that are implemented by a qualified and very competent registered manager. This judgement has been made using available evidence including a visit to this service. Evidence: Residents benefit from an excellently managed home so that people are not put at risk. Health and safety risk and handling assessments are robust. Assessments sampled shows that qualified staff had developed these. This means that people and staff are safeguarded from harm. The manager ensures that an effective quality assurance and monitoring system is Care Homes for Older People Page 22 of 26 Evidence: implemented to monitor the quality of service provided. This ensures that people living in the home benefit from good quality care based on the robustness of the management systems and policies operated within the home. Residents are protected by the improvements of fire safety and hot water. Fire doors have been fitted in the roof space to prevent the spread of fire. Modifications have been made to the heating and hot water systems to ensure hot water is safe for residents to use. A risk assessment has been undertaken by Rentokil to ensure that water is safe to use. The manager has shared good practice with other homes in the area, external bodies such as Solihull Care Forum, Not for Profit Group and the Solihull Partners in Care Training Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R 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 Care Homes for Older People Page 24 of 26 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 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 Care Homes for Older People Page 25 of 26 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. Care Homes for Older People Page 26 of 26 - 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!