Inspection on 28/12/08 for 33 Burgh Heath Road

This inspection was carried out on 28th December 2008.

CSCI found this care home to be providing an Good 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

33 Burgh Heath Road 10/07/06

33 Burgh Heath Road 17/11/05

33 Burgh Heath Road 16/06/05

33 Burgh Heath Road 20/07/04

33 Burgh Heath Road 07/04/04

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Extracts from inspection reports are licensed from CQC, this page was updated on 27/02/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: 33 Burgh Heath Road Epsom Surrey KT17 4LP     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: Mavis Clahar     Date: 2 8 1 2 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 28 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 28 Information about the care home Name of care home: Address: 33 Burgh Heath Road Epsom Surrey KT17 4LP 01372741025 Telephone number: Fax number: Email address: Provider web address: jjagutpal@hotmail.com Name of registered provider(s): Type of registration: Number of places registered: Mrs Mala Jagutpal care home 7 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability mental disorder, excluding learning disability or dementia Additional conditions: The maximum number of service users to be accommodated is 7. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Learning disability (LD) Mental disorder, excluding learning disability or dementia (MD). Date of last inspection Brief description of the care home 33, Burgh Heath Road is a large semi detached house situated in a residential area close to the town centre of Epsom. The home is presently registered for six service users. The accommodation is on two levels. There are six single bedrooms on the first floor. There is a large lounge and dining area. There is a large kitchen, which is accessible for service users to make snacks and drinks. There is a large garden, which is well maintained and accessible. There are car-parking facilities at the front of the house. 7 7 Over 65 0 0 Care Homes for Older People Page 4 of 28 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: The last Key inspection for this service was completed on 10th July 2006. Fees charged at this home are in the range of four hundred and eight hundred pounds per week and does not include the costs for hairdressing, tobacco, pub costs, cinema entrance fees and cost of personal toiletries. The majority of the service users in this home are within the Older People (OP) category. Therefore the OP standards are used in this report and the needs of the Younger Adults are incorporated in the body of the report. Care Homes for Older People Page 5 of 28 This unannounced site visit, which forms part of the key inspection to be undertaken by the Commission for Social Care Inspection, (CSCI) was undertaken by Mrs Mavis Clahar on the 28th December 2008 and lasted for five hours and thirty minutes; commencing at 09:30 hours and concluding at 15:00 hours. The CSCI Inspecting for Better Lives (IBL) involves an Annual Quality Assurance Assessment (AQAA) to be completed by the service, which includes information from a variety of sources. This initially helps us to prioritise the order of the inspection and identify areas that require more attention during the inspection process. This document was received by CSCI (us) and is referred to throughout the report. The registered manager of the home and the deputy manager assisted on this inspection. The majority of the service users spoken to were able to express their thoughts and feelings about the care they receive. The information contained in this report was gathered mainly from observation by the inspector, speaking with four service users, with the deputy manager and manager and with care staff. Further information was gathered from records kept at the home. The first part of the inspection was spent discussing and agreeing the inspection process with the manager. The deputy manager joined us at this point, followed by a tour of the home, which included time spent in discussion with service users, care workers and the Chef. The manager and staff are aware of the Laws regarding equality and diversity and this was reflected in the staff mix. All service users in this home are Caucasian and reflect the population of the area in which the home is situated. All records sampled were up to date with care plans being signed by the service users or by relatives. No requirement or was made on this visit. The final part of the inspection was spent giving feedback to the manager and deputy manager about the findings of this visit. We would like to thank all the service users and care staff that made the visit so productive and pleasant on the day. 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 Care Homes for Older People Page 7 of 28 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 28 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 28 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. Prospective service users and their relatives have the information needed to choose a home, which will meet their needs and service users are being assessed to ensure the home is capable to meet the needs of the service users prior to being admitted into the home. Evidence: Review of service users documents and identified policies demonstrated the home has a policy and procedure on admission and discharge of service users. Within the admission policy all service users must have an assessment prior to being admitted into the home. The Manager, and in her absence, the deputy manager who is trained in the principles of assessment of service users needs based on what the care home says it will provide carries out all pre admission assessments of service users prior to them being admitted into the home. Care Homes for Older People Page 10 of 28 Evidence: Re admission assessment following discharge from hospital is also carried out to ensure the home is still able to meet the needs of the service users. Review of a random sample of service users files including one recently admitted service user, demonstrated that pre admission assessments are being carried out and relatives were being involved in the assessment process.The home does not provide for respite care. Care Homes for Older People Page 11 of 28 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 home has a good and clear care plan in place for each service user and this includes appropriate risks assessments. This forms the basis for care based on the agreed care needs of the service users and demonstrated that trained staff met service users health and personal care needs.The homes medication policy on receiving, storing and administering of medication was in place and being adhered to thereby ensuring the safety and protection of the service users. Care workers treated service users with respect and maintain their dignity and privacy when delivering personal care. Evidence: The randomly selected care plans were clear and easy to read, identifying potential and actual risks to service users and detailing how these risks would be managed. The daily work sheet along with discussion with service users and care workers demonstrated that service users care needs are fully met. The service user or relative signed the care plans to indicate their involvement in deciding what care they received. It was evidenced that care staff undertaking the development and monthly Care Homes for Older People Page 12 of 28 Evidence: review of the care plans also signed and dated them. Information contained in the homes Annual Quality Assurance Assessment (AQAA) informs each care plan is written in a manner, which each client and staff member can understand and follow to ensure the needs of the service users are met. Personal discussions on the day of the visit with service users revealed that they were involved in the assessment of their care needs. All service users are registered with a local General Practitioner (GP) of their choice and visits are recorded, with access to specialist healthcare professionals through their GP practice as required and these visits are also recorded in the service users folder. Service users are offered access to chiropody service and weekly hairdressing facilities are available at a cost to the service users. In discussion with the registered manager and the deputy manager of the home they were extremely proud of the high standard of care they provided to all service users in the home. This was supported by the service users spoken to and by the review of letters of thanks received by the home. Care staff identified as capable to administer medication are requested to leave a sample of their signature, which is dated in the medication trolley. All service users have a recent photograph included in their personal folder and medication record, to reduce the risk of mistakes happening during medication administration. We were told that one service user on the day of the site visit was assessed as capable to self medicate. Medication records were checked and found to be correct as documented on the Medication Administration Record (MAR) sheet. There was no Control Drugs in the home on the day of the visit, but the manager who is a registered nurse was confident she knew how to manage Control Drugs. Review of the homes record of receipt and disposal of medication was good, dated and signed. We saw no relatives on the day of the visit. We observed that care workers wore name badges to enable visitors and service users with memory impairment to be sure of whom they are speaking with. We observed Service users being treated in a friendly but respectful manner by care workers. Service users spoken to rate the personal care they receive as very good. Service users unanimously said, We are treated with respect. They said the staff team are friendly and they attend all appointments accompanied either by staff or if their relative decides to accompany them. In discussion with service users they told us that they are treated with respect and dignity, and that they are able to make their own choice. One service user told us I am very happy here. Everything is so nice. I have my own room; I can have as much Care Homes for Older People Page 13 of 28 Evidence: privacy as I want. Care Homes for Older People Page 14 of 28 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. Service users lifestyles matched their needs and preferences and where possible they are able to maintain contact with family, friends and the local community.Service users are able to make choices in accordance with their abilities and were provided with a balanced diet in pleasant surroundings and in an unhurried way.Service users lifestyles matched their needs and preferences and where possible they are able to maintain contact with family, friends and the local community.Service users are able to make choices in accordance with their abilities and were provided with a balanced diet in pleasant surroundings and in an unhurried way. Evidence: Activities in the home are person cantered and current staff manages the activities programme with the service users. The home in agreement with the service users and their relatives provide a range of activities based on the individual assessed and agreed needs, including their preferences, cultural beliefs and customs. The AQAA informs us that wherever possible relatives are encouraged to participate in the planning and carrying out of service users activities. Activities include reading, TV programmes, gardening, knitting and cinema and theatre trips; many of the service Care Homes for Older People Page 15 of 28 Evidence: users are able to access these facilities and others in the local community by themselves. We observed service users personal weekly activities programme posted in their bedrooms and also included in their care plans. The home provides a designated smoking area for those service users who smoke.The home also has outside visiting entertainers to the home to provide extra activities for the service users. We were told the home has good contact with religious denominations and Holy Communion is provided for all service users who would like to participate. In discussion with service users we were told the home respects those service users who wish not to participate in their activity on any given day. A record of each service users daily activity is recorded in their care plans and their files demonstrated activities undertaken and refused. Service users told us visiting is open, and that they can entertain their guests in their bedrooms in private or in the spacious communal areas of the home. We observed that a variety of fresh fruits were made available for service users and their visitors in the home. Two of the service users spoken to said they had choice in their clothing and sometimes they receive help from their key worker. On the day of inspection all service users were dressed appropriately for the weather. We were told following consultations and discussions with service users and care staff the Chef provides all the meals in the home. There is a planned and agreed menu, but this is not always followed as service users are able to and do change their minds about a pre arranged meal. There is always a choice of three hot meals per day at mid-day, or salad at mid-day or the service user can choose their own food e.g. omelette etc. One service user told us the food is very good and the staff comes around every day to make sure we are satisfied with our food. There is always a choice of two hot dishes for the evening meal, or we can choose to have sandwiches filled with our own choice. Morning coffee and afternoon tea is served daily and our visitors are also served the same as us. We observed jugs of fruit juices and squash with glasses were placed in the lounges whilst service users were present, and staff was seen offering drinks to service users. The inspector did not sample the lunch, but service users said the food was very good, tasty and the right amount. The inspector observed the presentation of the food was done in a way to stimulate appetite. A choice of fruit juices was served with lunch, which was served in the dinning room unless a service user requested to have their meal in their bedroom. We observed care workers interacting in a friendly but dignified manner with service users. Care Homes for Older People Page 16 of 28 Care Homes for Older People Page 17 of 28 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. The home has a satisfactory complaints policy and procedure and training in place that evidenced that service users and relatives concerns are listened to and acted upon.Robust Safeguarding adults policies are in place to protect the service users from abuse. Evidence: CSCI received no complaints about this home. Two complaints which were suitable managed were logged at the home, and the deputy manager informed us that both he and the registered manager of the home are in touch with service users on a daily basis and issues raised are dealt with immediately; this prevents any need for service users to complain. Service users spoken to said they have no need to complain, as they are able to discuss everything with the manager or the deputy.The home has a complaints procedure and policy, which is adhered to. The care workers were aware of the homes policy and procedure on Safeguarding Adults and felt secure in the knowledge that if they had to use the whistle blowing procedure the manager would support them. It was observed that the homes guest information pack situated in reception contained a complaints procedure and policy, whistle blowing policy, statement of purpose and a recent copy of the last CSCI key Inspection and the Annual Service Review inspection report for the benefit of all visitors to the home. We observed a copy of each was placed in the service users Care Homes for Older People Page 18 of 28 Evidence: bedrooms. The home has received a number of complimentary letters and cards from relatives of service users, commenting in a positive way about the care their relatives received at the home. A random sample of care workers training record demonstrated that care workers are being trained to undertake the duties of meeting the service users assessed needs, thereby protecting them from abuse. Planned programme of update on Protection of Vulnerable Adults (POVA) is planned for next year. Care Homes for Older People Page 19 of 28 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 physical design and layout of the home enables service users to live in a safe, well- maintained and comfortable environment, which encourages independence, and protect their privacy and dignity. Evidence: The management and staff encourage service users to see the home as their own home. It presents as a homely and comfortable home, which has all the specialist adaptations, needed to meet the service users needs. It was noted that call bells were left within reach of each service users and service users said the bells are answered promptly. We observed that all service users are independently mobile with the exception of one service user. The home provides a stair lift but we were told service users prefer not to use it as they are quite capable of using the stairs.The home has attractive gardens, which are well maintained and there is good access to the gardens from various parts of the home. Some service users told the inspectors that they try to go out daily weather permitting to enjoy the gardens. The inspector noted that adverse weather would not stop service users enjoying the garden, as the windows are low enough to allow service users to view the gardens from their armchairs. It was noted that service users were able to personalise their bedrooms with small items of furniture, paintings on the wall and many family photographs. Generally, the Care Homes for Older People Page 20 of 28 Evidence: home presents as clean, safe, pleasant, hygienic and tidy and free from offensive odours. Random review of care workers training record demonstrated they have had training in infection control and this was evident in the storage of waste. The AQAA informs us staff are trained on the safe disposal of clinical waste and how to manage soiled linen and are provided with protective clothing to minimise the risk of spreading infection. We observed staff wearing disposable gloves and aprons whilst undertaking tasks during the visit. Care Homes for Older People Page 21 of 28 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 in the home are trained, skilled and in sufficient numbers to fulfil the aims of the home and meet the changing needs of the service users. Evidence: The staff rota demonstrated the number and grade of staff on duty to provide care and attention to service users for any twenty-four period was suitable to meet the assessed care needs of the service users. The home has a programme of planned training in place and all members of staff have an individual training record. The AQAA informs over 50 of care workers have attained the National Vocation Qualification at Level 2 (NVQ L2) or above and this was verified during review of staff training records. Currently 20 of carers are undertaking NVQL2. Care workers are encouraged and enabled to undertake developmental training as well as the mandatory training. All newly appointed staff undertakes the Skills for Care Common Induction programme. The home ensures that staff undertakes the mandatory training with yearly updates as necessary to maintain their competency to fulfil their duties. This was evidenced through discussion with the deputy manager, and registered manager and review of carers training records.It was observed that staff turnover at the home is relatively low. Care Homes for Older People Page 22 of 28 Evidence: All care workers are Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) checked prior to commencing employment, and they are in receipt of terms and conditions of employment, as evidenced in their randomly selected files. However, there was one carer whose application form did not give the full work history and since this was a relatively new appointment we advised the manager to have the application form correctly completed by the care worker as per the information required under Care Homes Regulations 2001 (Amended) Schedule 2. The deputy manager told us that supervision records were up to date and this was verified during random sampling of care workers files. Documented evidence indicated that the home ensures that care workers receives the mandatory training with yearly updates as necessary to maintain their competency to fulfil their duties. This was evidenced through discussion with the manager and care worker. Care Homes for Older People Page 23 of 28 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 manager has the experience to run the home and works to continuously improve services and provide an increased quality of life for the service users. There is a strong ethos of being transparent and open in all areas of running the home and the views of service users and their relatives are actively sought.Service users financial interests are safeguarded and the health, safety and welfare of service users and staff are protected and promoted by the homes policies and procedures. Evidence: The AQAA informs us that the manager has demonstrated that she has kept herself updated on issues relating to care of the service users and staff in her charge. She has attained the Registered Managers Award and is also a Registered Mental health Nurse. In discussion with the manager she confirmed this. In discussion with the deputy manager it was evident he was knowledgeable about the care needs of the service users and the training needs of the care workers to meet these identified needs. There are clear lines of accountability within the home, each member of staff spoken to on Care Homes for Older People Page 24 of 28 Evidence: the day of inspection aware of their role and responsibilities. We were told that the majority of the service users are capable to be fully involved in the running of the home, and their relatives are encouraged to be as involved as their time allows them to be. The service users in this home are treated as part of a large family and meetings are held at regular intervals to allow service users, their relatives, carers, and the deputy manager to discuss issues pertaining to the smooth running of the home. Every one is then able to contribute to the running of the home, whether it is to change the four weekly menus or to replace major items in the home. The registered manager explained that this approach is preferable by all concern parties as any occurrence in the home affects us all. The home does not become involved in service users finance. The relatives manage all their finance. Good records are kept with receipts for any expenditure incurred by the home on behalf of the service user which is re-embursed by their relatives. Review of documented records demonstrated that health and safety checks are routinely carried out at the home. All equipment examined on the day was properly maintained. The QAAA informs that fire drills, fire alarm, and water temperature were regularly checked and records kept verifying this. Random sample of care workers training files demonstrated that up to date and relevant training were carried out by care workers to protect service users health, welfare and safety. Throughout the service there is a highly evolved understanding of the equality and diversity needs of the individual service users. Care workers are confident in delivering high quality outcomes for service users in the areas of age, sexuality, gender, disability and belief. Although the care workers are knowledgeable about issues relating to race and equality and diversity, they are not able at the moment to put this knowledge into practice, as the current service users are all Caucasians. Care Homes for Older People Page 25 of 28 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 26 of 28 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 27 of 28 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. 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