Inspection on 08/12/08 for Claremont Lodge Care Home

This inspection was carried out on 8th December 2008.

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

The inspector found no outstanding requirements from the previous inspection report, but made 4 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Similar services:

Springfield House

The Shelley

Thorndene

Sutton Lodge Nursing Home

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Extracts from inspection reports are licensed from CQC, this page was updated on 29/01/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Claremont Lodge Care Home Fontwell Avenue Fontwell Eastergate Chichester West Sussex PO20 3RY     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: Lesley Webb     Date: 0 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 29 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 29 Information about the care home Name of care home: Address: Claremont Lodge Care Home Fontwell Fontwell Avenue Eastergate Chichester West Sussex PO20 3RY 08451256166 08451256167 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Royal Bay Care Homes Ltd care home 35 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 35. 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: Physical disability (PD) Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Claremont Lodge is a purpose built home, set in mature landscaped gardens. There is ample parking to the front of the home. The home is contructed on two floor with access by staircase and a lift. All bedrooms are single, with en suite shower, toilet and wash hand basin. There are two lounges, a dining area and a further two seating areas located on each floor. An assisted bath is located on each floor. All areas of the home are wheelchair accessible. Fees charged for living at the home range from five hundred to six hundred and fifty pounds. It should be noted that any fee information included in Care Homes for Older People Page 4 of 29 0 35 Over 65 35 0 Brief description of the care home this report applied at the time of inspection and that people may wish to obtain more up to date information from the care home. Care Homes for Older People Page 5 of 29 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: We undertook this inspection over one day, with the home being given no prior notice that we would be visiting. During our inspection time was spent talking to residents, staff and the Registered Manager. We also case tracked two residents care. This involves talking to the resident, observing care practices and examining records relating to the care and support they receive. In addition to this we also examined other records, sat and ate lunch with residents and observed support given to other residents. The home completed its Annual Quality Assurance Assessment (AQAA) and sent this to us prior to our inspection. The contents of this were assessed and used when forming judgments on the standards of service provided and outcomes for residents. Care Homes for Older People Page 6 of 29 Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? What they could do better: Medicines must be given to residents accurately, according to their current prescription. This must be demonstrated through the homes medication records. Records of medicines received into the home and administered to people must be complete and accurate to show that they are being administered correctly. The system in place that allow medicines to be accounted for must be improved. A report must be supplied to the Registered Manager in accordance with Regulation 26. This must happen so that the conduct of the home can be monitored. The duty rota must be maintained accurately. This must happen in order that records can be used to monitor that residents are supported by suitable numbers of qualified staff at all times. Care Homes for Older People Page 8 of 29 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 9 of 29 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 29 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. Information is available to prospective residents in order to help them decide if the home will meet their needs. Assessment processes ensure residents needs are known to staff. Prospective residents have the opportunity to visit the home before moving in so that they can decide if it will meet their needs. Evidence: The home sent us its Annual Quality Assurance Assessment (AQAA) prior to our visit. With regard to admissions it states Each service user has an individual pre admission assessment to ascertain whether the home can meet their needs, if they cannot an explanation is given to the service user. For those service users who are referred through care management services the home obtains a summary of the care management assessment and a copy of the care plan. A Service user guide is given to all prospective clients. Potential clients are encouraged to visit the home, and offered a trial stay, a meal, or to come in for a weekend break. The home welcomes any users Care Homes for Older People Page 11 of 29 Evidence: from any groups in society, and uses the pre assessment process to determine how well it can meet their varying needs. The care home has an individual care plan in place evaluated from the pre admission assessment. At our visit to the home we talked to the Registered Manager, residents and looked at records, all of which evidence the contents of the AQAA as accurate. For example all residents files that we looked at contained pre admission assessments detailing peoples needs and residents confirmed either they or their representatives had been given opportunities to visit the home. As one resident explained, my daughter found me this place, she came to visit and told me it was very nice, I have not been here long, but it seems lovely. Care Homes for Older People Page 12 of 29 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. In the main care planning systems give information so that staff support residents in they way they need and health needs are met. Not all medication records offer sufficient safeguards to residents. Residents are treated with dignity and rights to privacy respected. Evidence: All residents files that we viewed included plans of care. These set out their health, personal and social care needs. These are reviewed on a monthly basis to ensure changing needs are identified. One residents care planning documentation had not been completed in full. It identified the persons needs but did not include information on how these are to be met. We also found that two residents had care plans for safety in their bedrooms that contained exactly the same instructions despite the two residents having different care and mobility needs that would impact on their safety in their rooms. The Registered Manager informs us that despite both residents having different needs they also have similar ones she believes the comments recorded in the care plans to be equally valin for both residents. In addition to plans of care Life Care Homes for Older People Page 13 of 29 Evidence: Stories have been completed for residents. These give an insight into peoples backgrounds, culture and personal circumstances. Information from these promotes person centred approaches to support. The home sent us its Annual Quality Assurance Assessment (AQAA) prior to our visit. With regard to health care it states The staff are trained to respect the service users privacy and dignity, for example always knocking on doors, keeping people covered, being discreet whilst carrying out care, and not being over familiar in speech or attitude. Where possible service users are supported to manage their own care. However we aim to identify any health problems and gain treatment an early stage if necessary. Care plans and risk assessments are in place to prevent falls and damage to skin by pressure sores. Action is taken if there is a risk identified of these occurring for example obtaining pressure relief equipment. Service users are encouraged to exercise. The home is planned so that walks can be taken around the garden, physio can be arranged and there are keep fit sessions held on a regular basis. Nutritional assessments are undertaken on admission for those at risk, and their dietary intake monitored. We talked to residents, the Registered Manager, observed care practices and looked at records and found, in the main, this information to be accurate. For example records confirm residents receive health care treatment when needed and residents confirmed keep fit sessions are held on a regular basis. With regard to nutritional assessments the Registered Manager informed us, we ask about eating and drinking, include in care plan. We do not assess for all, has been discussed with directors of the company, will tighten when nursing provided. We discussed this with the Registered Manager who agreed introducing nutritional screening for all residents would promote an holistic approach to health and dietary management. We spoke to five residents. All confirmed their satisfaction about the support they receive to maintain good health. They did comment that they had not accessed chiropody treatment. We discussed this with the Registered Manager who confirmed a chiropodist visits the home. She said that she would ensure all residents were aware of this service. The systems for management of medication were examined. The home uses a monitored dosage system (MDS) for permanent residents. We looked at the records and medication for six residents. Two did not include a record of when the medication entered the home and two did not include signatures for all occasions when administered. The directions for administration, for Tripluoperazine medication, for one resident state they should have the medication administered twice a day and that this should total 4mg. No records were in place evidencing it being administered twice a Care Homes for Older People Page 14 of 29 Evidence: day and medication return records state half the medication was returned to the pharmacist. This was investigated and we were informed the resident has been receiving the correct amount of medication but that the MAR chart had not been altered to reflect the dosage the resident receives. There are systems in place for the management of Controlled Drugs. These include a Controlled Drugs register and separate secure storage facilities. The Controlled Drugs register for one resident state they were administered 10ml of Oramorph medication when there was 5ml recorded in the same register as being available. This appears to be a recording error as 10ml could not have been administered if 5mil was available for use. We also found Controlled Drugs in stock for a resident who passed away in October. The deputy was unable to explain why this had not been returned to the pharmacist. The records for this same person include a Controlled drug Oxynorm 13ml that could not be found on the day of our inspection. The Registered Manager informs us this could have been lost in the pouring and retention of the liquid medication. The Registered Manager confirmed residents are able to administer their own medication following assessment. During our visit staff were observed knocking on bedroom doors and seeking approval before entering. This practice promotes peoples rights to privacy. A resident informed us telephones can be installed in bedrooms, with the cost paid by the resident. They explained, I have my own telephone, would be lost without it, paid for it to be installed, can get in touch day or night with family. Residents expressed satisfaction with support given to promote their personal hygiene care. They informed us a professional hairdresser visits the home each week. Care Homes for Older People Page 15 of 29 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. Residents rights to autonomy and choice are respected. The home provides a range of activities that match residents expectations and individual preferences. Home cooked food is provided, with choices available that meet residents needs. Evidence: Evidence finds that residents are provided with a range of activities that suit their individual needs. A notice board at the entrance to the home displays information about forthcoming events. These include shopping trips, a Christmas fare, quizzes, cheese and wine tasting, music to movement sessions and a pantomime. Residents that we spoke to confirmed their satisfaction with activities provided. For example one person explained, X is wonderful, takes us out, just got new van so can have group outings, been to Chichester and garden centre. We sat and ate lunch with residents. The dining room is light, with small table settings. The atmosphere between residents and staff was sociable. The choice of meals that day was chicken or salmon, with roast potatoes, fresh broccoli and cabbage. Dessert choices were blackcurrant cheesecake or fresh fruit salad. The meal was very tasty Care Homes for Older People Page 16 of 29 Evidence: and well presented. The people we sat with all expressed their satisfaction with their meal and confirmed choices are offered at every meal time and alternatives are available to those on the menu if preferred. All residents that we spoke to expressed satisfaction with meals provided. Comments include meals lovely, never had bad one yet and the chef is wonderful, meals always tasty. Care Homes for Older People Page 17 of 29 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. Residents feel confident to raise concerns and that these will be taken seriously and responded to. Safeguarding procedures ensure residents are protected from harm. Evidence: Residents that we spoke to confirmed they would feel confident to raise concerns. Comments made include, I would talk to manager and not had reason to complain. The home has received four complaints since being registered with us. Records confirm these have been acted upon appropriately. The Registered Manager informed us, complaints viewed as way of improving, people like to be reassured they are listened to. There is a clear complaints procedure that is displayed at the entrance of the home for anyone to access. A copy of West Sussex Multi Agency guidelines is available in the home to inform people how to make safeguarding referrals if needed. The deputy informed us all staff have received safeguarding training that includes watching a DVD and taking a test. Care Homes for Older People Page 18 of 29 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. The building is clean and well maintained, providing residents with a comfortable and safe place to live. Bedrooms are well equipped and meet residents needs. Equipment is provided that promotes good infection control. Evidence: The homes Annual Quality Assurance Assessment (AQAA) informs us Claremont is a brand new purpose built home, set in mature landscaped gardens, and decorated and furnished to a very high standard. Rooms are all spacious and bedrooms are en suite, with a large window or patio door. There is level access to all areas externally. We toured the building and found this information to accurately describe the home. Residents that we spoke to informed us they are able to personalise their bedrooms with items of furniture and personal affects such as photographs and pictures. On the day of our visit all communal areas were seen. All areas were observed to be clean and well maintained. The Registered Manager informed us House-keepers are employed and are on duty seven days a week. Care Homes for Older People Page 19 of 29 Evidence: Hand washing signage, liquid soap and paper towels were seen to be in place in communal toilets. These promote good infection control. Care Homes for Older People Page 20 of 29 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. In the main residents are supported by suitable numbers of qualified staff. Residents are protected by the homes recruitment practices. The staff training programme provides staff with skills they need to do their job. Provision of specialist training will enhance this further. Evidence: The Registered Manager informed us that staffing levels vary to meet the needs of people receiving a service. She stated, We always have two care staff and myself and/or the deputy on each shift, we have been increasing to three carers due to increase in residents at the home. At night we have two staff from 8pm to 8am. We examined staff rotas for November and December. These evidence a minimum of two staff on duty at all times. We noted that the rotas detail one member of staff working ten consecutive days including undertaking a waking night shift then continuing on with a twelve hour day shift. The Registered Manager stated the rota was not correct and looked at the persons time sheets and signing in book for clarification. These did not give further explanation as the time sheet included shifts at other homes within the organisation and the signing in book had not been completed in full. We explained that the duty rota must be maintained accurately to demonstrate all shifts undertaken by people. The Registered Manager agreed with our comments. Care Homes for Older People Page 21 of 29 Evidence: People that we spoke to expressed satisfaction with staff working at the home. For example one person said,staff are lovely. The deputy informed us that the majority of staff completed a National Vocational Qualification (NVQ) level 2 or 3 or are in the process of completing this. We examined the recruitment records of the two newest members of staff to commence work at the home to assess if practices safeguard residents. Both contained evidence of a Criminal Records Bureau (CRB) disclosure having been obtained prior to commencing work and references that evidence suitability to work at the home. Information supplied to us by the home in its AQAA informs that new staff receive an induction when commencing employment. The deputy informed us all staff have received fire and moving and handling training. She also informed us the majority of staff have received basic first aid training and that two people are qualified first aiders. We discussed if the home has a qualified first aider on each shift. The deputy stated that further numbers of staff will have to undertake this training in order for this to be achieved. We found it difficult to assess the numbers of staff who have received training in other areas such as diabetes, falls prevention and diabetes as currently staff training records are maintained separately with no combined record such as a training matrix in place. We discussed this with the Registered Manager and deputy who agreed this would help monitor that sufficient numbers of staff have received training to meet the needs of people who receive a service. The deputy did inform us that about half the staff have received training in dementia and Im looking at courses all the time, want to get someone in to talk about Parkinsons. Care Homes for Older People Page 22 of 29 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 Registered Manager is qualified to run the home. Quality monitoring systems are not yet embedded in full. This means the home cannot measure if it is achieving its aims and objectives consistently. Not all records required by regulation for the protection of residents and for the effective and efficient running of the home are maintained as required. Systems are in place to protect the financial interests of residents. The health and safety of residents is promoted. Evidence: The Registered Manager completed her registration with us in June 2008. She has twenty years experience in the care industry including that as a manager/proprietor. The Registered Manager is a Registered Nurse and also holds the Registered Managers Award. During our inspection she demonstrated a clear understanding of her role and responsibilities as defined in legislation. Care Homes for Older People Page 23 of 29 Evidence: Information supplied to us in the homes Annual Quality Assurance Assessment (AQAA) with regard to quality assurance states Annual quality assurance and health and safety audits are completed and any necessary action taken. Monthly management meetings. Service users are involved in their care planning. The directors make unannounced monthly visits as required by regulation 26. At our inspection the Registered Manager confirmed that monthly managers meetings take place and that representatives of the organisation visit in line with Regulation 26 of the Care Home Regulations. No reports were available regarding these and the Registered Manager confirmed these have not been provided. The Registered Manager also informed us that she intends to introduce residents meetings, with the first of these planned for January 2009. As mentioned earlier in this report improvements are required with regard to some medication records. We discussed these with the Registered Manager, expressing the view that these should have been identified within the homes own monitoring systems. Finances are handled by residents or their advocates. The home will hold small amounts of money for people if they wish. The deputy confirmed that staff receive support in the form of staff meetings but that the frequency of these could be improved. As mentioned in the staffing section of this report duty rotas must be maintained accurately as required by regulation. The care records for one person that we looked at state they use bed rails at night. The deputy confirmed risk assessments have been completed for these. All staff have received fire and moving and handling training. The deputy informed us the majority of staff have received basic first aid training and that two people are qualified first aiders. The home has been registered with us for operation for six months. At the time of registration the building control completion certificate was available along with installation certificates for fire equipment, fire alarm, gas instillation, electrical, lift, boiler, call bell system and water treatment. All of these remain in date at the point of this inspection. Care Homes for Older People Page 24 of 29 Care Homes for Older People Page 25 of 29 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 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 In line with Regulation 13(2) 08/01/2009 medicines must be given to people accurately according to their current prescription. This must be demonstrated through the services medication records. 2 9 13 In line with Regulation 13(2) 08/01/2009 records of medicines received into the service and administered to people must be complete and accurate to show that they are being administered correctly. There must be a system in place to allow all medicines to be accounted for. 3 33 26 In line with Regulation 26(5) 08/01/2009 a report must be supplied to the Registered Manager in accordance with Regulation 26. This must happen so that the conduct of the home is monitored. Care Homes for Older People Page 27 of 29 4 37 17 In line with Regulation 17(2) 08/01/2009 the duty rota must be maintained accurately. This must happen in order that records can be used to monitor that residents are supported by suitable numbers of qualified staff at all times. 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 28 of 29 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 29 of 29 - 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!