Inspection on 17/09/08 for Grosvenor Court Retirement Home

This inspection was carried out on 17th September 2008.

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

The inspector found no outstanding requirements from the previous inspection report, but made 1 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Grosvenor Court Retirement Home 11/08/09

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

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Grosvenor Court Retirement Home 1-5 First Avenue Cliftonville Margate Kent CT9 2LF     The quality rating for this care home is:   one star adequate 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: Nicki Dawson     Date: 1 7 0 9 2 0 0 8 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. the things that people have said are important to them: They reflect This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: · · · · Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.csci.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Grosvenor Court Retirement Home 1-5 First Avenue Cliftonville Margate Kent CT9 2LF 07837841536 01843228575 vanessa.cornfoot@highmeadowgroup.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Manager post vacant Type of registration: Number of places registered: Grosvenor Court Care Ltd care home 60 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 60. 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: Old age, not falling within any other category (OP). Date of last inspection Brief description of the care home Grosvenor Court provides accommodation and support for up to 60 older people. Six months ago the home was purchased by the High Meadow Group. The company manage a number of residential care homes and domiciliary care agencies. The home is situated adjacent to the seafront and overlooks the oval and bandstand. It is within walking distance of local amenities and public transport. The home, which is an older style, four storey building, is currently undergoing complete refurbishment. So far the Care Homes for Older People Page 4 of 26 Over 65 60 0 Brief description of the care home ground floor, which provides three resident lounges and the fourth floor, which provides residents bedrooms, have been completed to a high standard. The current fee range is £312 to £450 per week. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate 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 inspection was unannounced, which means that the residents, staff and management team, did not know that the inspector was calling at the home. The inspection started at 9am and took 10 and a half hours. Discussion took place with residents, staff, the appointed manager, the commercial manager and the registered homeowner to gain their views and knowledge of the level of care, provided by the service. Most areas of the home that are used by the service users were entered; including a number of residents bedrooms. A number of records to do with residents care and safety were looked at. Prior to the inspection an annual quality assurance assessment (AQAA) was sent to the service. The AQAA is a self-assessment that focuses on how well outcomes are being Care Homes for Older People Page 6 of 26 met for people using the service. It also gave us some numerical information about the service. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 8 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective residents are not always fully assessed, as a result residents cannot be certain they will receive the right type of care. Evidence: The aims and objectives of the home are clearly set out in the homes Statement of Purpose. The services and facilities that are available to service users living in the home are detailed in the homes Service User Guide. The appointed manager said each resident is given a copy of the service user guide and these documents were seen in residents bedrooms. When the new owners took over the management of the home, they found that a bed bug infestation, identified by the previous owners, was widespread in the home. They took appropriate action to move all residents to alternative accommodation, as quickly as possible, so that the infestation could be effectively eradicated. Whilst Care Homes for Older People Page 10 of 26 Evidence: acknowledging that this was a complex task, a number of concerns have been identified in the assessment process used to place residents in alternative accommodation. For a minority of the residents, there were ineffective assessments carried out. This resulted in some residents moving twice, since the first accommodation was unsuitable and one elderly resident three times in a short period of time, which was very unsettling. Information provided by the home to the Commission stated that assessments had been or were carried out for all residents moving to alternative accommodation from Grosvenor Court. However, in the three residents files looked at during this inspection, no such assessments could be found therefore, we cannot be certain that residents were moved to alternative accommodation which could meet their needs. In the information sent in the AQAA, the appointed manager said that there is now a robust pre-assessment process in place. Assessments have been carried out for all residents returning to Grosvenor Court, even though they have previously been assessed as being able to be accommodated in the home. This is good practice. Three assessments were viewed. The format of the assessment is very detailed and gives space for a clear picture of the needs of each potential resident to be recorded. However, not all sections of the assessment have been completed for each resident. In addition, the date that the assessment took place and an overall dependency score has not been completed. The appointed manager said that staff required further training so that they can clearly record the assessed needs of all potential residents. The local authority is currently not placing any new service users at the home due to ongoing safeguarding investigations. The appointed manager said that the home is working closely with the local authority to make the necessary improvements. The main aim of the home is to care for the needs of older people. The home also provides care for residents who have additional specialist needs such as mental health, learning disability, dementia and diabetes. There is an ongoing staff training programme so that staff know how to care for people with dementia. A number of staff have undertaken training in how to care for people with diabetes. It is recommended that if the service continues to provide care for people with mental health and learning disabilities, that the staff team gains further knowledge of current good practice in these areas. Care Homes for Older People Page 11 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents benefit from care plans that clearly identify their health, personal and social needs. Some care plans could be improved by clearer guidance being provided for staff in how to meet these assessed needs. Residents have full access to health care services. Residents are treated with dignity and respect and their privacy is maintained. Evidence: Each resident should have an individual plan of care that clearly sets out their health, personal and social care needs, together with the staff support that is required to meet these assessed needs. Three residents care plans were examined. Two care plans clearly set out the action that staff need to take to meet the residents care needs, but the third care plan did not do this in all identified areas. For example, where a resident was assessed as being verbally aggressive, there was no plan in place to guide staff what to do if this behaviour should occur. Care plans have been regularly reviewed and Care Homes for Older People Page 12 of 26 Evidence: staff said that they found them useful to carry out their responsibilities. Some work has started to write care plans using a person centred approach. This puts the resident in the central focus, by finding out what they want to happen in their life. Recording clearly how I, the resident, wish to be supported. For example, one care plan stated, I am able to wash my face with a flannel and staff help with my hygiene and dressing. The commercial manager said that the company plans to train all staff in person centred planning, so that there is a more consistent approach to writing person centred plans. The three care plans viewed had written plans in place to minimise the effect of any potential risks and all contained useful guidance for staff to follow. A falls monitoring form is used if residents are assessed as at risk of falling regularly. This is regularly reviewed. The three care plans viewed all contained details of the residents blood pressure and blood sugar levels, however only one resident has diabetes, which may require the monitoring of blood sugar levels and none of the plans examined identified the resident had any health problems recorded that would required regular monitoring of their blood pressure. These unnecessary intervention shows that staff are treating all residents the same and are not responding to their individual needs. The home uses a pre-dispensed system for administration of medicines. This system is used to reduce the risk of residents receiving incorrect doses or incorrect medication. The person that is giving out the medicine records on a pre printed form (MAR sheet) the medicine has been given or, if it hasn’t been given, the reason why. The deputy manager said that although there have been no errors in residents receiving their medicines, staff have not completed the medicine administration record in the correct way. The deputy manager was able to point out these errors together with the action that she has taken to make sure staff do not make them again. The deputy manager has been pro-active in making sure that medicines are safe for residents. Staff talked with residents in a respectful way during the inspection. They were seen calming any residents who became agitated and knocking on bedroom doors before entering. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents are able to choose their life style and to keep in touch with family and friends. Residents enjoy mealtimes and receive a healthy and varied diet. Evidence: A programme of activities available for residents is displayed in the front hallway. This includes dominos, cards, music, exercise and a general knowledge quiz. On the morning of the inspection, residents confirmed that they took part in a general knowledge quiz. The appointed manager said that she has arranged, after consultation with residents, for the regular music man and hairdresser to return to the home and will shortly be contacting a local priest. A visitor to the home, on the day of the inspection, said that they could visit at any reasonable time and that they were always welcome. The visitor was very complementary about the level of care provided to their relative and the improvements in the environment of the home. The pace of life in the home was relaxed and Care Homes for Older People Page 14 of 26 Evidence: unhurried on the day of the inspection. Residents said that they are able to choose what to eat and how to spend their day. The Inspector joined the residents for lunch. The lunch was appetising and tasty. Residents said that the quality of the food in the home has greatly improved. The kitchen has been upgraded with new appliances; the cooks have been retrained and quality ingredients are now being stocked and used. The cook demonstrated that residents are asked about their meal choices each day and that these are recorded. A programme of activities available for residents is displayed in the front hallway. This includes dominos, cards, music, exercise and a general knowledge quiz. On the morning of the inspection, residents confirmed that they took part in a general knowledge quiz. The appointed manager said that she has arranged, after consultation with residents, for the regular music man and hairdresser to return to the home and will shortly be contacting a local priest. A visitor to the home, on the day of the inspection, said that they could visit at any reasonable time and that they were always welcome. The visitor was very complementary about the level of care provided to their relative and the improvements in the environment of the home. The pace of life in the home was relaxed and unhurried on the day of the inspection. Residents said that they are able to choose what to eat and how to spend their day. The Inspector joined the residents for lunch. The lunch was appetising and tasty. Residents said that the quality of the food in the home has greatly improved. The kitchen has been upgraded with new appliances; the cooks have been retrained and quality ingredients are now being stocked and used. The cook demonstrated that residents are asked about their meal choices each day and that these are recorded. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents know how to make a complaint, but they cannot be confident that the complaint they make will be investigated to their satisfaction. The home is not effective in identifying complaints and safeguarding adults are areas where improvements are required for the benefit of service users. Evidence: The appointed manager stated in the AQAA that she sent to us that the service has not received any complaints. The Commission has been informed of two complaints and when this fact was reported to the appointed manager, she agreed that there had been a number of complaints about the service. As part of the inspection process the complaints procedure was examined and it established that the information held on complaints about the service is disorganised. The information is held in two folders and the appointed manager spent some time sorting through the documents until she was able to say how many complaints the service had received. Evidence was seen that complaints have been responded to, although it was not possible to see if each complaint has been investigated to the satisfaction of the complainant nor if there are any recurring themes or shortfalls in the current service that is being provided. It is required that the home keep a clear Care Homes for Older People Page 16 of 26 Evidence: record of all complaints received, together with the outcome and any response made by the home to the complainant. Each resident is provided with a copy of the homes complaints procedure and these were seen in residents bedrooms. Residents who were spoken to said that they knew who to talk to if they wish to make a complaint. At the time of the inspection, the Local Authority notified the Commission that they are conducting a number of safeguarding investigations due to concerns about the service. In the section relating to safeguarding in the AQAA that was sent to us, the appointed manager had not recorded this information but left the section blank. The appointed manager is aware of the investigations but was not able to clearly explain why she had omitted this information from the AQAA. The AQAA is an important part of an inspection, because it gives the service an opportunity to assess what it does well and also to assess what areas need further improvement. Falsification of this document is an offence. The service has identified in the AQAA that it has improved by, developing a clear understood format for quality monitoring. However, as the service has failed to identify that it has had any complaints or safeguarding investigations it must be concluded that it has not taken any action to improve these areas for the benefit of service users. Half the care staff team have received formal training in how to safeguard vulnerable adults. There are plans in place to make sure that all staff have the necessary knowledge in this important area. Staff who were spoken to said that they feel confident to report any potentially abusive incidents to a more senior member of staff. Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents benefit from living in a home that meets their expectations of cleanliness and comfort. Evidence: As mentioned previously in this report, due to a bed bug infestation, all the residents were moved to alternative accommodation so that the problem could be effectively eradicated. The service anticipated that this would take a few weeks, however, it was five months until any residents returned to the home. This was an unsettling period for many residents, their families and staff. In dealing with the infestation, the service used the opportunity to refurbish the home to a high standard. Currently, the ground floor and fourth floor have been gutted, refurbished and decorated. Work is currently taking place to achieve the same for the third floor and subsequently the second floor. On the ground floor residents have the use of three lounges and a dining room. Internet access has been installed and should be available to residents in the near future. The kitchen has been refurbished to a good standard. Residents bedrooms have been newly decorated with new carpets and furniture. Some residents are very pleased with their new rooms, some cannot remember living at Grosvenor Court previously and others are awaiting the completion of building works so that they can return to their original bedrooms. When asked if the environment of the home had Care Homes for Older People Page 18 of 26 Evidence: improved since they were last living at the home, one resident replied, well, it was a dump before. Action has been taken to minimise the potential risks to residents in their environment. For example, radiators have been covered to minimise the risk of scald should residents fall and the water temperature has been regulated so that it is at a safe temperature. However, on the morning of the inspection, the water temperature in some rooms was running cold. At evening time, the registered owner said that temporary measures had been put in place, until a more permanent solution was available to make sure that residents had access to hot water. The home was clean on the day of the inspection. The appointed manager has a good understanding of how to promote good hygiene in the home. There are procedures in place to minimise the spread of any infection in the home. Staff were seen carrying out some of these procedures on the day of the inspection. Care Homes for Older People Page 19 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There is enough staff on duty to meet the needs of the service users and a staff training programme is in place to make sure that these needs are met in a satisfactory way. Recruitment practices within the home are good ensuring that residents are protected from potential harm. Evidence: There are four care staff on duty in the morning and three in the afternoon. The care staff team is supported by a number of ancillary staff, including cleaning staff, maintenance staff, laundry staff and a cook who prepares all the meals during the day. Staff said that they are currently undertaking some cleaning tasks, but that there is enough of them on duty to meet the needs of the residents. Residents/relatives were positive about the support provided by the care staff team. A resident said, the staff are fine; a relative said, its a lot better here than where my mother was before..... I dont have to worry; visiting health and social care professionals said that the staff team were very supportive of residents individual needs. 50 of staff are trained to National Vocational Qualification (NVQ) level 2 or above. This award is useful because it helps staff develop good care practices and their skills in working with people who live in a residential care home. Care Homes for Older People Page 20 of 26 Evidence: Before new members of staff are employed at the home a number of checks need to be carried out to make sure that all members of staff working at the home are suitable to care for vulnerable residents. Files were seen for three members of staff and information was seen for a fourth member of staff. All the relevant checks and documentation including Criminal Record Bureau enhanced disclosures, two references, contract of employment and application form were included showing that the recruitment process followed protects the residents. It is recommended that the contract of employment for one member of staff be updated to reflect their current responsibilities. There is a checklist on the front of each file showing the information that should be included. This is a valuable way of making sure that all staff files contain the information that is needed. The appointed manager is responsible for making sure that care staff have the skills they need to support the residents who live in the home. The appointed manager said that all new care staff receive the appropriate introductory training, which gives them the basic competencies they need to be able to work without direct supervision. In addition to the introductory training, care workers undertake a number of training courses that develop their skills in caring for the people that live in the home. The appointed manager has completed a staff training matrix, which identifies the training that each member of staff needs to achieve. The company has recently developed an ongoing training programme for staff, so that they can be trained in all the areas necessary for them to look after the people in their care. Care Homes for Older People Page 21 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Progress is being made towards seeking the views of residents and visitors to the home so that the home can be run in their best interests. The health, safety and welfare of residents is protected. Evidence: The appointed manager is responsible for the day to day running of the home. She has been employed at the home for five months. She has eleven years experience of working in residential settings, including a number of management positions. The appointed manager has both of the formal qualifications specified by the National Minimum Standards. These awards are recognised by the Commission to be useful because they help to make sure that people who manage residential care services have the competencies that are necessary to do so. The appointed manager is not registered with us to manage Grosvenor Court though she said that she would shortly be applying to the Commission to become the registered home manager. Care Homes for Older People Page 22 of 26 Evidence: The appointed manager is clear about the aims and objectives of the home. Staff said that she supports them well. One member of staff commented about her in her role as manager of the home, I could not ask for better. However, the appointed manager failed to give the Commission the correct information about complaints and safeguarding investigations at the home. It is required that accurate information is given to the Commission or enforcement action will be taken as it is an offence against the Care Standards Act 2000 to provide false information. For the home to run in the best interests of the residents it is important to have a system in place which regularly obtains views about the standard of care received and provided at the home from those persons living, working and visiting it. The appointed manager was able to show that the home has some questionnaires completed by residents and staff. She said that she is awaiting further responses before analysing the information received and developing an action plan to make necessary changes to improve the service. The appointed manager has started to monitor systems used in the home to make sure that they are effective. However, this does not currently include complaints received about the service. The commercial manager said that a new quality assurance tool is being introduced in the near future. A visit to the home by a member of the company to check the quality of the service, Regulation 26 visits, has recently been carried out. Residents are given the choice of managing their own personal allowance when they come to live in the home. The home assists some of residents with their weekly monies, these records were examined on the day of the inspection and were well organised. The appointed manager has started to supervise all members of staff to give them the opportunity to discuss care practice and to identify and develop their skills for caring for the people who live in the home. The appointed manager said that all items of equipment in use in the home remain in good working order. Certificates looked at for electrical installation, and gas appliances confirmed that these had been serviced at the correct intervals. A fire risk assessment and environmental risk assessments have been carried out to make sure that the home is as safe as possible to the people who live in it. As mentioned previously, the appointed manager has developed Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 16 22 The registered person must send the Commission a statement containing a summary of the complaints made during the preceding six months and the action that was taken in response. 06/11/2008 There is no audit of compliants that have been received by the service. The service must identify any shortfalls and take action to make any necessary improvements. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 25 of 26 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2008) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. 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