Inspection on 24/02/09 for Butler Green House

This inspection was carried out on 24th February 2009.

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

Butler Green House 04/01/07

Butler Green House 23/01/06

Butler Green House 12/01/05

Butler Green House 11/08/04

Butler Green House 16/03/04

Butler Green House 05/02/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Butler Green House Wallis Street Chadderton Oldham OL9 8NG     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: Steve Chick     Date: 2 4 0 2 2 0 0 9 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. that people have said are important to them: They reflect the things 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.cqc.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Butler Green House Wallis Street Chadderton Oldham OL9 8NG 01617708255 01617708258 sscc.butlergreen@oldham.gov.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Oldham M.B.C. Name of registered manager (if applicable) Teresa Lever Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: A manager, working a minimum of 30 hours each week, must be in place at all times who has the qualifications, skills and experience necessary for managing the home, and who is registered, or has an application for registration pending, with the Commission for Social Care. Service users to include up to 28 OP, up to 18 PD(E) and up to 10 DE(E). The ratio of care staff to service users must be determined according to the assessed needs of service users and staffing levels must be regularly reviewed to reflect service users` changing needs. Date of last inspection Brief description of the care home Butler Green House is a purpose built establishment, commissioned and managed by Oldham Metropolitan Borough Council. Designed around a central hub, the ground floor Care Homes for Older People Page 4 of 28 0 0 0 Over 65 10 28 18 care home 39 Brief description of the care home is home to 39 people who are elderly and have physical disabilities. There are three distinct units, each one having a kitchen, lounge, dining area and bedrooms. One unit is designated for service users who require intermediate care. Applicants for the service are no longer accepted for long term care. All bedrooms are single occupancy and do not have en-suite facilities. The bedrooms are lockable, and there is a secure facility within each room. There are aids and adaptations to meet the assessed needs of the service users. The gardens are well maintained and provide seating for the service users in the better weather. The home is located in a residential area of Chadderton, with access to local and community resources. The weekly fees vary and are assessed on an individual basis. They do not include hairdressing, newspapers, and magazines. A copy of the commissions most recent inspection report is displayed in the main lounge. Care Homes for Older People Page 5 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: 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 star. This means the people who use this service experience excellent quality outcomes. We (the Commission for Social Care Inspection) undertook a key inspection, which included an unannounced visit to the home. This meant that no one at Butler Green knew that the visit was going to take place. For the purpose of this inspection three service users were interviewed without any staff present, as were three visiting health care professionals and three relatives of service users. Additionally discussions took place with the manager and three staff members were interviewed in private. Care Homes for Older People Page 6 of 28 We also looked at information we have about how the service has managed any complaints, what the service has told us about things that have happened in the service, these are called notifications, and any relevant information from other organisations. Before the site visit, we asked for surveys to be sent out to some service users, and staff, asking what they thought about the care at the home. Six service users, and nine staff returned their surveys to us. Some of the information from these surveys is included in the report. We also asked the management of the home to fill in a questionnaire, called an Annual Quality Assurance Assessment (AQAA). This is a legal requirement. The AQAA told us what they thought they did well, what they need to do better and what they have improved upon. Where appropriate, some of these comments have been included in the report. Information in the AQAA gave good evidence that the manager was continually looking at ways to improve the service for the benefit of the service users. We undertook a tour of the building and looked at a selection of service users and staff records as well as other documentation, including staff rotas, medication records and the complaints log. There had been one safeguarding issue of which we were aware since the last inspection. This had been satisfactorily resolved with the cooperation of the management team at Butler Green. What the care home does well: What has improved since the last inspection? What they could do better: No requirements were identified as a result of this key inspection. The recommendation Care Homes for Older People Page 8 of 28 which has been made relates mainly to an OMBC corporate issue which is not directly within the control of the local manager at Butler Green. 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.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 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 10 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. Service users needs are assessed before moving to the home, unless in an emergency, to ensure that their needs can be appropriately met. Evidence: The manager told us in the AQAA (annual quality assurance assessment) that all new service users received a comprehensive needs assessment completed by the allocated social worker before admission. Staff at the home also complete a checklist to ensure identified needs can be met. People who completed a service users survey told us they had enough information about the home. A member of staff who completed a staff survey said there is always an initial contact assessment for staff to read on admission. We look at a selection of service user files. This gave us evidence that service users who had been admitted since the previous key inspection had all had an appropriate Care Homes for Older People Page 11 of 28 Evidence: assessment before moving to Butler Green. Discussion with one visiting social care professional confirmed that the assessment process used by the manager does enable them to identify when the home would not be suitable for a service user and to refuse to allow them to be admitted. This is good practice as service users have a poor experience if a home is not able to meet their needs. Butler Green does offer intermediate care and there is a specific wing for service users who are receiving intermediate care. Appropriate staff are employed, including physiotherapists. Appropriate equipment is provided to assist and access teh capability of service users. This included the provision of stairs, even though Butler Green is a single storey building. Service users who we spoke to, who were benefiting from the intermediate care services, spoke positively about the support and rehabilitation they had received. One service user told us about a home visit together with two staff which she found to be very thorough and ensured that her furniture was appropriate and identified other adaptations to her home which were needed to ease her return there. Another service user we spoke to told us she had had a lot of physiotherapy and with the use of a special frame she has improved immensely. Care Homes for Older People Page 12 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users health, personal and social care needs are met by the consistent implementation of policies and procedures. Staff practices also serve to promote the dignity of service users. Evidence: The manager had told us in the AQAA that service users had written plans of care which were regularly reviewed to reflect any changes in needs, choices and wishes and in which the service users were fully involved. They also told us that the promotion of equality, dignity and respect were paramount in the way in which care is provided. Staff told us in the surveys that up-to-date information was always made available and handed over to each shift so they could deliver the best care and support to each individual. All service users who returned surveys said they received the care and support they needed either always (5) or usually (1). They all said that staff listen and acted on what they said. Care Homes for Older People Page 13 of 28 Evidence: We looked at a small selection of service users records. All had a written plan of care which was based on an initial assessment, including some specific risk assessments. There was good evidence, including written records and discussion with relatives, service users and visiting professionals, of service users being involved in the assessment and care planning process. Similarly there was evidence of the plans being reviewed and if necessary amended. There was good documentary evidence on service users files that appropriate contact with medical staff based in the community was maintained. We interviewed two medical professionals who were visiting the home. They both described good communication between staff of the home and themselves and were confident that any medical concerns were appropriately referred in a timely manner. One described Butler Green as an excellent service with excellent staff. The other said that staff knew each service user well and could talk knowledgeably about their dependency. All people who returned a service users survey said that they received the medical support they needed. All visitors and service users who were spoken to expressed confidence that medical support was obtained when necessary. A small selection of medication administration records was looked at and presented as being appropriately maintained. This is important so that staff can demonstrate that service users are receiving the correct medication in the correct dose and at the correct time. The home had notified us of two situations in which medication administration errors had occurred. In both cases the errors had been quickly identified by staff, and no harm had come to the service users. There was good evidence that service users are treated with respect and had their dignity maintained. Observation of staff and service user interactions during the visit indicated a relaxed and professional staff group. A visiting social care professional told us that families were invariably positive about their relatives experience at Butler Green. Relatives who were spoken to described the home as absolutely marvellous ... brilliant - no other word for it. One service user told us that she was encouraged to do what she could but if youre stuck they would help you. Another service user, who was moving out said she had been very happy and [I] will be sorry to go. Its a very happy place. Staff who we spoke to presented as placing a high value on the respect of individuals and maintaining dignity. One staff member said we listen to people and try to follow problems through ... there is a friendly atmosphere and you can have a laugh and a joke. Another member of staff spoke of the need for an awareness of the importance Care Homes for Older People Page 14 of 28 Evidence: for some people of gender specific care and the importance of talking to people and explaining what is going to happen, for example when using a hoist. One visitor told us how much they valued the fact that their relative always looked smart, and particularly appreciated that staff helped with perfume and jewellery. The manager told us, as an example of understanding the need for cultural competencey when dealing with personal care, that they had developed contacts with a local mosque. Care Homes for Older People Page 15 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. An appropriate range of activities is available for service users, and visitors are welcome in the home, which enhances service users fulfilment and social stimulation. The provision of food to maintain service users health and well-being is good and service users are able to maximise their autonomy within the context of communal living. Evidence: The manager told us that she intended to provide an environment that was welcoming, with flexible routines and where residents are encouraged to make informed choices, maintain links with family friends and carers. She also told us that there were no visiting time restrictions and that service users have the opportunity to use their room for privacy during visits from family and friends if they wished. Service users told us through the surveys that activities were provided either always or (3), usually (2) one person thought activites were available sometimes. Relatives who were asked, confirmed the availability of appropriate activities. One service user we spoke to told us that when staff found out that he likes to draw they provided the Care Homes for Older People Page 16 of 28 Evidence: necessary paper for him to pursue his hobby, which he found very relaxing. All relatives and service users we spoke to confirmed they could visit at any time and that visitors are made to feel welcome. Some visitors told us that their relative had been at Butler Green twice before and was always well looked after and happy. One service user told us that staff told him to brew up when his son visited. There is a monthly service user/carer meeting. This was advertised on a noticeboard and its stated purpose was to ensure service users and carers have a voice in shaping the provision of the service. Service users who we asked, confirmed that they were able to make choices about how they spend their time including when to get up and go to bed. Service users could either use the communal areas or their personal bedroom to which they could have a key. There was a room set aside for quite activities or spiritual contemplation which included a multifaith information manual and a prayer mat. A poster of different religious faiths and festivals was prominently displayed on the wall in the main lounge. During this visit a meal was sampled which was pleasantly presented and tasty. Most service users who completed the survey said they always liked the meals although 2 said they liked the meals only sometimes. A relative commented my mum loves the food and it looks really good. One relative who we spoke to described the food as fantastic and confirmed a choice of menu. One service user told us they had been very happy with the food and another described the food as being lovely confirming choice and being offered more and appreciated the lovely pancakes which had been prepared on the day of this visit as it was Shrove Tuesday. 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. Service users are protected from abuse or exploitation by the homes policies and practices and are confident that any complaints they may have would be dealt with appropriately. Evidence: There was evidence seen on service users files that they had each received a copy of an Oldham corporate complaints procedure, which was poorly written and difficult to follow. In spite of this all service users and visitors who were asked were confident that any complaint would be listened to and taken seriously by the staff and management at Butler Green. One visitor said you only have to ask and it is sorted and another said the manager and staff are absolutely open minded and welcome comments. One service user felt that staff would certainly sort out any complaints and another said that they [staff] are quick to sort things out. The record of complaints was looked at and presented as being an appropriate record of complaints including their investigation and the outcome. Staff who were asked expressed confidence that their colleagues and managers would deal with any complaints appropriately. Care Homes for Older People Page 18 of 28 Evidence: The manager told us that all staff receive training in the protection of vulnerable adults. All staff who we asked confirmed they had received some training in this area and a sample of training records seen also confirmed this. All visitors, service users and staff who were asked, expressed confidence that service users living at Butler Green were safe and protected from abuse or exploitation. One visitor when asked what the best thing about Butler Green was said I have got peace of mind knowing X is safe and happy. We had received no complaints at the time of this visit, since the previous key inspection. We were aware of one safeguarding investigation which had been appropriately investigated with the full co-operation of the management and staff at Butler Green. 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 home is appropriately maintained, decorated and cleaned to enable service users to live in a pleasant, safe and hygienic environment. Evidence: The manager had told us of a range of improvements to the building which had been completed in the previous 12 months. This included redecoration and new carpeting for some areas, new furniture being purchased for some bedrooms, a redesign of the light fittings in bedrooms and refurbishing of the bathing facilities. All service users who returned a questionnaire said that the home was always fresh and clean. During this visit a tour of the building was undertaken. This included communal areas and a sample of service users bedrooms. The home presented as clean, tidy and odour free. Visitors, service users and staff who we asked, all confirmed that this was the usual state of the building. As well as service users personal rooms there were several lounges where people could benefit from the company of other service users. The manager told us that a conscious decision had been made to keep the main lounge free from televisions as Care Homes for Older People Page 20 of 28 Evidence: these were available elsewhere in the building. As mentioned elsewhere in this report there was also a designated room for activities or simple quiet contemplation. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The numbers and skills mix of staff on duty promotes the independence and well-being of service users. Recruitment and vetting procedures are effectively applied to minimise the risk to service users of inappropriate staff being employed. Evidence: The manager told us that the intended staffing levels were a minimum of six carers and two managers between 08:00 and 14:00; five carers plus a manager between 14:00 and 22:00 and a minimum of three staff at night. We were given a copy of the staff Rota for the period between 29/01/09 to 25/02/09 as evidence that these levels are maintained and occasionally exceeded. All staff who returned a questionnaire to us that there were enough staff either always (8) or usually (1). The manager told us in the AQAA that the staff rota takes into consideration not just the numbers but also the skills mix of the team. The manager told us in the AQAA that 95 of the staff team had obtained an appropriate NVQ (National Vocational Qualification). This is a nationally recognised qualification intended to improve the skills and knowledge base of care staff who undertake it. A small selection of NVQ certificates was looked at to corroborate this information. Care Homes for Older People Page 22 of 28 Evidence: The manager maintained good records to indicate which staff had received specific training. These records gave good evidence that staff have access to a comprehensive range of training opportunities. The manager also told us that the regular supervision and appraisal with staff were used to identify further professional development, including additional training for individuals. Staff who we interviewed and who returned questionnaires to us were all positive about the training opportunities available through Butler Green. One person said all the training courses have been up-to-the-minute and relevant to the job. Not only is the information essential but it is almost always taught in a thought-provoking way. Staff who we spoke to all described a management team who encouraged staff to pursue training opportunities. The manager had told us that staff were only recruited after a thorough vetting process. All staff who returned a survey to us confirmed that they had been subject to pre-employment checks. We looked at a small selection of staff files for further evidence that the necessary pre-employment checks had been undertaken. In all files looked at there were records of a CRB (criminal record bureau) disclosure and two written references having been received before the persons starting date. Oldham MBC holds its staff files centraly and on this visit we did not specificaly check that a full employment history had been obtained or if the references had been sought from appropriate referees. Professional visitors who we spoke to were positive about their relationships with the staff team. One person described a good rapport between professionals and identified as being among the best things about the home that it was, friendly, informal but well-organised. Another visiting professional described the staff team as very caring and very professional. Service users and relatives who we spoke to were all extremely positive about the staff team and the way in which they provided care. Visitors valued the consistency of care which was helped by a low staff turnover. One visitor told us that the staff were absolutely brilliant, friendly and adore [X] and also said I dont think there is anything they wouldnt do. One service user said that the best thing about the home was the staff and the happy atmosphere and another said I am amazed how well they look after me. 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 is competent to run the home, use the quality audit systems and implement the health and safety procedures the benefit of service users and staff. Evidence: There has been no change of manager since the last key inspection. The manager continued to present as knowledgeable and competent with an ability to create and maintain an atmosphere which was variously described to us as friendly and professional. Comments in returned surveys from staff included all managers always available for advice and support if needed and The managers office operates an open door policy and always tries to accommodate the needs of staff if possible. The manager told us in the AQAA that there was an annual development/team plan for the home which is reviewed midyear to ensure they are on target in meeting the aims Care Homes for Older People Page 24 of 28 Evidence: and objectives set. We saw evidence of health care professional comment forms being returned to the home together with service user comment cards. An analysis of service user satisfaction is undertaken on a monthly basis (this is feasible given the shortstay nature of most service users) the results of which were on display in one of the lounge areas. There was also evidence that the management of the home addressed any issues which were rasied through this process. A small selection of records relating to money held on behalf of service users was looked at. These presented as being appropriately maintained to provide a good audit trial of any money spent on behalf of any service user, including receipts for items purchased. The manager had told us in the AQAA that all maintenance and safety checks had been completed in accordance with best practice. The tour of the building did not identify any concerns in connection with health and safety issues. A small selection of maintenance records was looked at relating to the fire protection and alarm system and health and safety in the kitchen. These presented as being appropriately maintained. Training records indicated good induction and a range of health and safety areas being addressed through training, including infection control, moving and handling and health and safety awareness. Staff who we spoke to demonstrated an awareness of health and safety issues and confirmed the availability of personal protective equipment such as the use of disposable gloves and aprons to minimise the risk of cross infection. 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 1 16 The registered person should arrange for the corporate complaints process which service users at Butler Green signed to confirm they have been given, is rewritten to more accurately reflect the actual process by which a service user might expect to make a complaint and have that complaint looked into. Care Homes for Older People Page 27 of 28 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.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). 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