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Inspection on 13/02/09 for Highlands Residential Home

Also see our care home review for Highlands Residential Home for more information

This inspection was carried out on 13th 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.

What follows are excerpts from this inspection report. For more information read the full report on the next tab.

What the care home does well

There is a good assessment and admission process which ensures people are able to make an informed decision about the suitability of the home. Care plans are highly individual to ensure that people have a service that meets their personal and health care needs and takes their personal preferences into account. There is a full and varied activities programme. People are assisted to have active lifestyles if they wish and meals are nutritious, appetising and enjoyable. People are confident that concerns and complaints are addressed promptly and appropriately. The environment is safe, clean, comfortable and well maintained. Staff are highly motivated and competent and the home is well managed and run in the interests of the residents.

What has improved since the last inspection?

Since the last inspection the Statement of Purpose has been amended to include the complaints procedure, medication administration records are more thoroughly audited to ensure there are no gaps and hot water temperatures are monitored to ensure that they are maintained close to 43 degrees centigrade. The requirement made at the last inspection regarding a CRB check for one named care worker had also been met.

What the care home could do better:

There have been no requirements or recommendations made at this inspection. The home has evidenced that they are committed to self assessment and have appropriate quality assurance processes in place.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: Highlands Residential Home Fitzgerald Road Woodbridge Suffolk IP12 1EN     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: Tina Burns     Date: 1 3 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 28 Information about the care home Name of care home: Address: Highlands Residential Home Fitzgerald Road Woodbridge Suffolk IP12 1EN 01394386204 01394386204 lyn@highlands1.plus.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): The Abbeyfield Deben Extra Care Society Name of registered manager (if applicable) Mrs Lyn Jane Ward Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home Highlands is one of a group of care homes, which is affiliated to the National Abbeyfield Society Group and is responsible to a local management committee, the Abbeyfield Deben Extra Care Society Limited. It is situated in a quiet residential area of Woodbridge, within walking distance of the town centre. Woodbridge offers a range of amenities which include restaurants, garden centres, shops, library, banks, post office, Riverside Theatre and swimming pool. Highlands provides care for 24 older people. The home is an adapted period house, which overlooks the Deben estuary. All areas of the home can be accessed by lift or stairs. Most of the bedrooms and living areas, including a large conservatory, have views over the homes well established grounds and gardens. There is limited car parking provided at the front of the home. The 24 single bedrooms are located on the first and ground floors, all have en-suite wash hand Care Homes for Older People Page 4 of 28 0 Over 65 24 care home 24 Brief description of the care home basin and toilet. There are communal toilets and bathrooms located close to the bedrooms. Communal areas include a large dining room and two lounges, all of which are decorated and furnished to a good standard. Fees at the time of inspection were £432 per week. 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: This was an unannounced key inspection, which focused on the core standards relating to care homes for older people. The report has been written using accumulated evidence gathered prior to and during the inspection. The inspection process included a tour of the premises and examination of a range of documents and records including three residents care plans and three staff records. We also spoke with six residents and three care staff. Information has also been gathered from the homes Annual Quality Assurance Assessment (AQQA) submitted to the commission in December 2008, and survey forms completed by five care workers, five residents, four relatives and three health Care Homes for Older People Page 6 of 28 professionals. The registered manager and assistant manager were present during our visit and fully contributed to the inspection process. 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 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Prospective residents can expect to receive appropriate information about the home and make an informed decision about whether or not it is suitable and can meet their needs. Evidence: There was a comprehensive Service User Guide in place that included key information about the home and the terms and conditions of residency. People we spoke with confirmed that they were given a copy before they moved in. A copy of the homes Statement of Purpose was also provided and had been amended since the last inspection to include details of the complaints procedure. The homes certificate of registration and previous inspection report were prominently displayed in the homes foyer. Information provided in the AQAA, records we examined and people we spoke with on Care Homes for Older People Page 10 of 28 Evidence: the day confirmed that people are fully consulted and kept informed throughout the admission process. Applicants are visited by the manager and a member of the admissions committee who undertake an assessment and ask for permission to contact their GP. The prospective resident is then invited to spend part of a day at the home so that they can get an idea what its like to live in a close community. The admissions committee then decides if they feel that the home is suitable and able to meet their needs. They are then notified in writing if they are accepted onto the homes waiting list. When a place becomes available the applicant is visited again to see if there is any change in their needs. If its still appropriate a room is offered and the person concerned is invited to come and look at the room before they make a decision. A four week trial period then takes place before a permanent place is agreed. Assessments we looked were suitably detailed and covered a wide range of needs including medication, sight and hearing, communication, diet and weight, mobility, personal care, physical well being, personal safety and risks, social interests and cultural needs. Moving and handling risk assessments, pressure area risk assessments and falls risk assessments were also in place. The home did not provide any emergency or intermediate care. Care Homes for Older People Page 11 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home can expect to have their personal and health care needs met and their privacy and dignity respected. Evidence: The AQQA tells us that new residents are introduced to their key worker and together they complete a life history and comprehensive plan of care. The key worker reviews the care plan every month and updates it if necessary. Every three months the key worker reviews the care plan with the resident concerned and makes any changes they require. Information provided during the inspection reflected the comments made in the AQAA. The care plans we looked at were appropriately detailed and covered a wide range of areas, they reflected the needs identified during the assessment process and had also been signed and agreed by the residents concerned. People we spoke with and records we examined confirmed that people who live at the home have access to appropriate health care services for example; GPs, dentists, opticians, chiropodists, dietitians and community nurses. Observations made. Three Care Homes for Older People Page 12 of 28 Evidence: health care professionals completed surveys for us and they all agreed that the service always seeks advice and acts on it to manage and improve peoples health care needs. They also said that the home always meets peoples health care needs and always respects individuals privacy and dignity. One of them commented All aspects of my patients needs are well catered for. There is always staff available who know the patients and the premises are kept spotlessly clean. Overall a great home. The home has appropriate policies and procedures in place for the safe administration and handling of medication. Staff we spoke with had a clear knowledge of the homes procedures and had undertaken training in this area. Gaps in the Medication Administration Records (Mar sheets) were addressed by a thorough auditing process, with the records being checked at shift handovers. Feedback from residents and observations made during the inspection indicated that staff respected residents privacy and dignity. Personal care was provided in the privacy of the individuals bedroom or privately in one of the homes bathrooms. Care Homes for Older People Page 13 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at the home are helped to exercise choice and control over their lives and enjoy a meaningful lifestyle. Furthermore, they can expect to enjoy good quality nutritious meals in sociable, pleasing surroundings. Evidence: The AQAA tells us that there is a full and varied activity programme which is displayed on the notice board and each resident is provided with a copy at the beginning of every month. It also says that there is a residents meeting at the beginning of each year that enables people to have their say about what they would like to see on the programme. Information provided during the inspection confirmed this to be the case. The programme for February was displayed in the foyer and included activities such as; reading, scrabble, keep fit, a talk and slide show, bingo and songs of praise. People told us that they had opportunities to get out and about to local places such as shops and cafes with staff support. There was lots of discussion about the valentines quiz that they had enjoyed the afternoon before, a Red Cross charity day they had participated in and outings that were planned later in the year. We were also told one member of staff regularly reads the newspaper with a group and there was a reading Care Homes for Older People Page 14 of 28 Evidence: group that met weekly and had just finished the novel Little Women. On the day of inspection residents were seen welcoming their visitors and coming and going as they pleased. In the morning one resident entertained us by playing their electric organ which they had brought with them from home and in the afternoon a number of residents were enjoying the regular Friday afternoon scrabble session. Feedback from residents and their relatives confirmed that visitors are made welcome at the home. A notice displayed in the foyer advised that the home had a flat where friends or relatives can stay for a reasonable charge. This makes it easier for people who do not live locally to visit. Comments from relatives included The home is excellent in providing activities for the residents and encourages them all to participate as far as they are able. They also hold events to which friends and relatives are invited and are very welcoming to visitors. Residents confirmed that their independence is promoted and those spoken with clearly felt that they had maintained control over their lives. People managed their own finances themselves or with assistance from family members or representatives. They had opportunities to contribute to decisions about matters of the home by attending residents meetings and they were able to bring personal belongings and pieces of furniture with them when they moved in. The AQAA says We offer a wide and varied menu. Menus are changed seasonally and put together after consultation with residents. We offer a choice at every meal time. The menu displayed looked varied and well balanced and people told us; The food is excellent, lovely fresh vegetables and fruit and wonderful desserts, The meals are very good, sometimes I think I eat too much! and wonderful food. On the day of inspection the lunch time meal was home cooked fish and chips. It was nicely presented, served hot and very appetising. The main course was followed by banana boats. Observations made, feedback from residents and discussion with the manager evidenced that considerable effort was put into making the meal time experience enjoyable. The manager advised that they had a healthy food budget and bought good quality fresh ingredients from local suppliers. They had fresh fish delivered every Thursday and fresh meat delivered twice a week. Residents told us that the cook was very good, they were particularly impressed with the roast dinners that were served twice a week and the home made cakes and desserts. Breakfast was served daily to people in their rooms so that they could have a nice gentle start to the day. Lunch time and evening meals could be served to people in their own rooms although they were encouraged where possible to join everyone in the dining area. Care Homes for Older People Page 15 of 28 Evidence: On the day of inspection we joined a group of residents for lunch in the dining room. The tables were nicely laid, each had a small vase of flowers and everyone had a cloth napkin with personal napkin ring. The napkin rings were all individual and many people had provided their own, this added a nice personal touch and helped to encourage people to mix by not putting them in the same place for every meal. Staff that were on duty sat and ate their meals with the residents, there was lots of good humoured banter and a general sense of community and occasion. At the end of the meal coffee and tea was served and residents assisted staff with the clearing and tidying up. We were told that meal times were always like this except when its someones birthday in which case they put all the tables together in a row and the person whose birthday it is sits at the head, a huge cake is provided and everyone sings happy birthday. Care Homes for Older People Page 16 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. People are confident that their complaints and concerns are appropriately addressed. Further more, they can expect to be safeguarded from abuse. Evidence: The AQAA tells us All residents and their relatives are provided with information on how to make an official complaint through; The residents handbook, our Statement of Purpose and our policy which is displayed on the residents notice board. This was confirmed to be the case during our visit. Discussion with the manager and information provided in the AQAA indicates that there had been no formal complaints received by the home in the previous twelve months. Residents and relatives told us that they know how to make a complaint and they find the staff and management approachable; issues are addressed as they arise, quickly and appropriately and before they reach the complaints stage. Feedback from staff and training records examined confirmed that care workers had received training to recognise the signs and symptoms of abuse and understood their roles and responsibilities regarding concerns and allegations. The home works within the framework of the local authority multi disciplinary guidelines for safeguarding adults. Care Homes for Older People Page 17 of 28 Care Homes for Older People Page 18 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. People can expect to live in a pleasant environment that is comfortable, safe, clean and well-maintained. Evidence: Communal areas consisted of a large dining room and two lounge areas. The ground and first floor also had small kitchenettes from where their breakfasts were served. Residents or their visitors could also help themselves to hot and cold drinks from these areas. Since the last inspection the dining tables and chairs had been replaced. All bedrooms were single and had en-suite toilets and hand basins. There were also four assisted bathrooms and one assisted shower room. The first floor could be accessed by stairs or a shaft lift. Bedrooms seen were all individually furnished and decorated and provided suitable, comfortable facilities. There was an electronic call system in place so that people could call for assistance from their rooms. The system was discreet but effective. Staff carried pagers that gave a discreet alarm when they were called and a computerised record of calls and response times was maintained. There were suitable laundry facilities that included two commercial washing machines and dryers. The hair salon that has up until now shared the same space as the Care Homes for Older People Page 19 of 28 Evidence: medication area was about to be move into a purpose built area in the basement that can be reached by the shaft lift. Feedback from surveys and people we spoke with on the day confirmed that the home was well maintained and kept clean. Comments included; The premises are kept spotlessly clean, Its like a five star hotel and The house is beautifully maintained as are the grounds. I think the residents are incredibly lucky to be there. On the day of inspection the premises was warm, clean and free from unpleasant odours. It was well maintained, pleasantly furnished and decorated, comfortable and homely. An appropriate fire alarm system was in place and records evidenced that equipment was routinely checked and tested. Care Homes for Older People Page 20 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at the home can expect to be protected by thorough and robust recruitment procedures. Further more, they benefit from an established team of well trained, competent staff. Evidence: Information provided in the AQAA and records examined confirmed that the homes recruitment procedures are thorough and appropriate checks, including Criminal Record Bureau Checks (CRBs) and references are undertaken. The manager advised us that new staff undertake induction programmes that reflect the skills for care induction standards but staff turnover is low and there is an established consistent team of staff. Feedback from care staff and records we examined evidenced that a wide range of training is provided so that staff keep their knowledge current and up to date. Training provided included; First Aid, Manual Handling, Fire, Control of Substances Hazardous to Health (COSHH), food hygiene, medication, safeguarding adults, dementia, activities, diabetes, continence, challenging behaviour, falls prevention, care of the dying, taking the lead, Infection control and mental capacity. Seventy percent of care staff had also undertaken NVQ level two or above. Care Homes for Older People Page 21 of 28 Evidence: On the day of inspection there was five care staff on duty in the morning and three in the afternoon. The manager and assistant manager were also on duty during the day. In addition there was a number of ancillary staff including a cook, a kitchen assistant and two cleaners. The activities co-coordinator who works two days a week was on a day off. Feedback from residents, relatives and staff confirmed that people felt that staffing levels were adequate. Comments we received about the attitude and skills off staff were all highly positive and included; I have been extremely impressed with the care given by a dedicated team of staff. Motivated well trained staff. All very experienced, capable and kind. Staff have hardly changed in six years and look as though they really enjoy and get satisfaction from their work. The staff are exceptional. I think this is a wonderful place to spend the rest of my life. So happy and friendly. Care Homes for Older People Page 22 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and people benefit from the ethos, leadership and management approach of the home. Further more, the health, safety and welfare of residents and staff are promoted and protected. Evidence: The manager, Mrs Lyn Ward, has run the home for nine years. She is a trained Mental Health Nurse and holds a Higher Diploma in The Management of Care Services. During our visit she was able to show us that she undertook relevant training periodically to update her knowledge, skills and competence. On a day to day basis the manager is supported by an assistant manager and four senior care assistants. Mrs Ward is accountable to an Executive Committee that consists of people with a wide range of relevant professional backgrounds. She is supervised by the chair of the Committee who visits the home on a weekly basis. Observations made and feedback we received indicate that there are clear lines of Care Homes for Older People Page 23 of 28 Evidence: accountability within the home and people find the manager competent and approachable. Comments we received included; The matron and senior staff lead the team and ensure the residents receive holistic care. The Committee and Manager are always looking to improve services and have regular staff and residents meetings to exchange ideas. The Manager is very good. I am very happy. Its a nice place to work. Since our last visit the manager had invested in a comprehensive quality assurance programme and this was in place and being used to monitor the homes performance in a wide range of areas including training, supervision, complaints, risk management, medication, health and safety, incidents and accidents and recruitment. Residents were also given the opportunity to express their views through residents meetings, reviews and questionnaires. The AQAA that was completed and returned to the Commission in December 2008 contained excellent information that was fully supported by evidence and demonstrated a good understanding of and commitment to national care standards. Further more it showed that the service was able to self assess, recognise what they do well and make plans for improvement. The home does not manage residents finances but they have appropriate procedures in place to hold money for safe keeping when required. Records are maintained of all monies held and money paid in and out. Staff spoken with and records seen indicated that since the last inspection the frequency of formal one to one supervisions for care staff had increased to meet national care standards. It was also very positive to see that there was a full handover between all staff following every shift and for the most part the manager would participate in these too. Records seen and staff spoken with evidenced that the home provides appropriate training in relation to health and safety, fire safety and manual handling. Fire safety and maintenance records were in place and up to date and since the last inspection procedures for monitoring hot water temperatures were more robust and undertaken on a weekly basis. Care Homes for Older People Page 24 of 28 Care Homes for Older People Page 25 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 26 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 27 of 28 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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 28 of 28 - 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!