Inspection on 26/02/09 for Hill House

This inspection was carried out on 26th February 2009.

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

The inspector made no statutory requirements on the home as a result of this inspection and there were no outstanding actions from the previous inspection report.

Other inspections for this house

Hill House 21/02/08

Hill House 15/10/07

Hill House 01/05/07

Hill House 05/04/06

Hill House 24/10/05

Hill House 07/04/05

Hill House 22/09/04

Hill House 29/04/04

Similar services:

Claremont House

Oak Ridge

Sun Court Nursing Home

Ashville House

Bilney Hall

Hill Barn

Mabbs Hall Nursing Home

Henrietta House

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2009.

Key inspection report Care homes for older people Name: Address: Hill House Elstree Hill South Elstree Hertfordshire WD6 3DE     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Julia Bradshaw     Date: 2 6 0 2 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. 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. Care Homes for Older People Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. 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 mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Hill House Elstree Hill South Elstree Hertfordshire WD6 3DE 02082360036 02082360944 domahb@bupa.com www.bupa.com BUPA Care Homes (AKW) Ltd care home 76 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: The home may admit one named service user who is under the age of 65 years. This condition will cease to be in force when the service user permanently leaves the home for any reason or reaches the age of 65 years. The number of places for YA with PD will revert to 17 when a named service user either leaves the home permanently or is transferred to the ground floor YPD unit. This home may accommodate 17 people (aged 18-65 years) with physical disability who require personal care. This home may accommodate 53 older people who require general nursing care. This home may accommodate 6 older people who require personal care. Date of last inspection 0 0 19 Over 65 1 58 0 Care Homes for Older People Page 4 of 26 Brief description of the care home Hill House is a care home situated in the village of Elstree, which offers nursing and residential care to elderly people and residential care to young adults with physical disabilities. The building is a period building with modern additions. All rooms are in excess of the National Minimum Standards for Older People. In the two areas used for the young adults the rooms also meet National Minimum Standards for Young Adults with additional space now available in the ground floor therapy room and the bedrooms are large enough to count towards the day space standard. All rooms have en-suite facilities and there are a variety of day rooms throughout the building. Hill House is situated in a convenient location for links with motorways and routes to London. There are small shops, a post office and a GP surgery nearby. The home has extensive grounds to the rear and off road car parking facilities to the front of the building. Information regarding the service is available in the Statement of Purpose and the Service User Guide. These and a copy of the last inspection report are freely available on request. The range of fees for Hill House are between £454 and £1000. 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: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The focus of the inspections undertaken by the Care Quality Commission is upon outcomes for the people who use the service and their views of the service provided. The primary method of inspection used was case tracking which involved selecting two people and tracking the care they received through looking at their care records, discussion where possible with the people who use the service, the care staff and observation of care practices. The visit was unannounced and planning for the visit included assessment of the notifications of significant events, which had been received from the service to the Care Quality Commission. We looked at the last Inspection Report and information on safeguarding and complaints since the last inspection. We also looked at the Annual Quality Assurance Assessment (AQAA) and reviewed what the service has improved in the last twelve months and its plans for the next twelve months. We also received a number of surveys from relatives and staff which were used as part of the inspection process. Care Homes for Older People Page 6 of 26 During the visit information was gathered directly from the staff, people who use the service and other senior relatives and or visitors to the service. The visit took place over one day and involved one Inspector. This enabled the inspector to directly and indirectly observe the care practices and the day to day operations of the service. A selected tour of the building was conducted during which the inspector spoke with people who use the service, staff and visitors and the registered manager. Care Homes for Older People Page 7 of 26 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 on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information is provided to help people make decisions about their care and a thorough assessment takes place, which helps to ensure that their needs can be met. Evidence: The service has developed a statement of purpose, which sets out the aims and objectives that the person can expect to receive. This includes a guide which provides basic information about the service and the specialist care that is available. The guide details what the prospective people using the service can expect and gives an account of the specialist services provided, quality of the accommodation, qualifications and experience of staff and how to make a complaint. Everyone who uses the service are given a copy of the guide. When requested the service can provide a copy of the Statement of Purpose and Service User guide in a format which will meet the capacity of the person. The AQAA states that comprehensive written information is provided to all prospective clients, outlining the ethos of BUPA Care Care Homes for Older People Page 10 of 26 Evidence: Homes and the home, as well as vital information to help with the process of choosing a care home. The homes CQC reports, the Service User Guide and Statement of Purpose are made available in reception. One person using the service stated that when I moved here the staff were both kind and caring, they helped me settle in and helped me sort out my affairs at home. All questionnaires sent out to the people who use the service all responses were positive, with the exception of two questionnaires that stated that sometimes it takes staff a long time to come to attend to me when I pull my call bell. Admissions are not made to the service until a full needs assessment has been undertaken. The homes manager or care manager always completes the assessment prior to admission to the service. A number of pre assessments were seen as part of the case tracking process and were detailed and complete . The assessment explores areas of diversity including preferences, religion, gender, age and cultural needs, involvement from family, partners and advocates, race and disability. It was evident that the service strives to seek the information and assessment through care management arrangements, prior to admission. The service has the capacity to support people who use the service and respond to diverse needs that may have been identified during the assessment process. 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. All care needs are set out in a comprehensive plan which is reviewed and ensures that people using this services have their needs met. Evidence: A total of four care plans were case tracked fully. It was established that people who use the service receive personal and health care support using a person centered approach. The service uses a care plan format called QUEST. QUEST has two stages, stage one and stage two. Stage one is the updated version of the care planning format being used. It was noted that the service is currently in the process of transferring all care plans to QUEST two. QUEST 2 includes further information surrounding the individuals cultural and diversity needs. The care planning format details all health care needs including specialist health, nursing and dietary requirements. These are clearly recored in each persons care plan. The care plan provides clear information and a comprehensive guide for staff to know how to support the person. The care plan is generated from the pre admission assessment and includes guidelines, risk assessments for the management of falls, manual handling assessments and self medication risk assessments and care plans. The care plan also details another Care Homes for Older People Page 12 of 26 Evidence: additional personal preferences, this included food types, night time preferences, activities, religion, personal appearance, personal time and how the person would like to be addressed. People are supported and helped to be independent and can take responsibility for their personal care needs as detailed in their care plan. The personal plans are produced with the help of the QUEST assessment tool, which are reviewed monthly and updated as necessary. Monthly audits are conducted by the regional manager assessing many aspects of care to allow continual quality assessment and improvement. This is in addition to the Reg 26s and also detailed audits on specific aspects of care carried out at service level . 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. People who use the service are supported and encouraged to make positive food choices and are empowered to engage in meaningful activities. Evidence: People who use the service have the opportunity to develop and maintain important personal and family relationships. Feedback from one person using the service on the day of the inspection confirmed that relatives and or representatives are always welcome. One person husband, who visits all day, every day commented that generally everyone is always very helpful and kind. The service respects the human rights of people using the service, respect and autonomy underpinning the care and support being provided. This was indirectly observed through the practices of the staff on duty. A number of people who use the service were seen to be very relaxed and calm within their own environment and engaging with staff in an appropriate manner. Information with regard to interests and hobbies is provided within the care plan with the young peoples units with several people spoken to on the day of the inspection and regard to the preferences for socialising, interests and hobbies. The service appears to be making a greater commitment to the provision of activities for through questionnaires stating that We get to go to the pub more regularly now and also the local Chinese restaurant . There are also trips to the shopping centre in Watford and Care Homes for Older People Page 14 of 26 Evidence: ocasional trips to watch a football match. The activity workers provide an activity calender on a monthly basis advertising forthcoming events as well detailing the usual activities provided. Activities enjoyed by people in February include a coffee morning, visits from the local church, breakfast club, arts and craft mornings, birthday celebrations and it also list the weekly sporting events with their respective dates for people to tune into. The calendar is also used to give the residents useful general knowledge facts for that month. This is a good example where the service goes one step further to try and involve and encourage people in taking part in meaningful activities and enjoy the opportunities to experience new opportunities within the home. There was also evidence to confirm that people are offered the opportunity to be involved in trips out to the coast and up to London, when possible and weather permitting. Currently the service provides seventy five hours per week plus the activities that staff are able to provide. A number of positive comments have been received from the people who use the service. One person stated that we can do lots of things for example bingo and we can also have a manicure and pampering sessions. People living at Hill House now have their own computer they can access and the sensory room has also been completed. There are regular residents meeting are held and minutes for the past two meetings were seen dated the 3rd February and 24th February. The menu is varied with a number of choices including a healthy option. It includes a variety of dishes that encourage individuals to try new and sometimes unfamiliar food. The meals are balanced and nutritious and cater for the varying cultural and dietary needs of individuals. The service has a menu display cards and people choose their meals of the day. The Chef also makes a point of visiting people on a daily basis to ensure any issues regarding meals or menu choices are addressed immediately and resolved accordingly. Snacks are available 24 hours a day and the kitchen areas were seen to be well stocked, with fridge and freezer temperatures recorded daily. One person who uses the service commented that We always have plenty to eat and the tables are always nicely laid and presented. One person stated that they really preferred plain cooking and simple choices but confirmed that the chef will always offer n alternative, when requested. The care staff are sensitive to the needs of those people who find it difficult to eat and give assistance with feeding. They are aware of the importance of feeding at the pace of the resident, making them feel comfortable and unhurried. 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The services management of complaints and robust recruitment check ensures that the people who use this service are protected people are safeguarded and protected from abuse. Evidence: The service has an culture that allows people who use the service to express their views and concerns in an supportive environment. Complaints leaflets were on display within the service, it was observed that a detailed record of all compliments is maintained at the service and the AQAA determines that 17 complaints have been made and 8 of these were upheld. There were also 4 safeguarding referrals and 4 safeguarding investigations.These have all now been closed. A number of comments received determined that people who use the service and relatives and friends are aware of what to do if they have any concerns. One person using the service commented that the manager and the staff are friendly and caring, they are always able to help to sort out any problems I may have. The AQAA determines that Bupa Care Homes has robust allegation of abuse and neglect policies, allowing staff to raise concern within the home or to senior staff outside the home. The PoVA procedures are well documented should the need arise.. The policies and procedures for safeguarding adults are available and give clear specific guidance to those using them. Staff commented that they have received training in safeguarding and felt confident in reporting any issues as they occurred. The service understands the procedures for safeguarding adults and would attend meetings as required. One staff member Care Homes for Older People Page 16 of 26 Evidence: commented that I completed my abuse training last month. The AQAA determines that training is available regarding to all aspects of protection. As part of the inspection process, we reviewed a random selection of staff files. Three staff files were audited to ensure suitable checks had been conducted. It was found that all of the staff files contained the required information. 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. The service provides a satisfactorily maintained safe, clean environment ensuring that all people are in comfortable surroundings and protected from risk. Evidence: The people who use the service are encouraged to personalise their bedrooms. All the homes fixtures and fittings meet the needs of individuals and can be adapted if their needs change. The AQAA tells us that a number of improvements have occurred within the service including the completion of the sensory room on the ground floor, communal areas have been re-decorated along with some peoples bedrooms. However some areas of the home require attention and repair including one bedroom where the ceiling was stained and the flooring near the sinks in the main kitchen was also badly stained. There are areas of the home where the walls and paintwork have been scuffed from wheelchair use. Whilst the the inspector understands that this is a re- occurring problem it should be monitored closely and attended to on a regular basis. The environmental health visited the service on the 30th July 2008 and made two requirements that were actioned immediately. The manager stated that there has been an increase in hours to both the handyperson and domestic posts to enhance and improve the maintenance and housekeeping standards of the service. The bathrooms are suitably adapted to meet the needs of the people who use this service and include aids and adaptations to meet the needs of the people using the Care Homes for Older People Page 18 of 26 Evidence: service. There are sufficient toilets to enable immediate access. The home has an infection control policy. The service was clean, well lit and smelt fresh on the day of this inspection. A number of people using the service commented that they liked living at the Hill House. One person using the service commented that I love having my own things around me, it makes me feel at home. The inspector spent some time talking to people living in the younger persons units and it was pleasing to see that the home had facilitated in assisting people to have all the necessary computer equipment installed within their rooms to assist in keeping in touch with family and friends. The fire records were checked and weekly and monthly checks had been completed on the 26th February, the latest fire drill was carried out on the 3rd October the self closure doors were last checked on the 25th February. The bed rail checks were last carried lout on the 24th February. The water temperatures were checked and being delivered within safe limits. The wheelchair checks had been completed for the month of February. The service also carries out regular quality monitoring checks for all environmental standards. The manager and handyperson should be congratulated on maintaining these records to an good standard, with no errors found. The organisation should review the current arrangements for the management of the laundry within this service as staff currently have to transport all dirty laundry from the main building to a separate building across the car park This was a particular problem when it snowed earlier this year as staff were unable to access this facility and this could have caused both a health and safety and infection control risk to both residents and staff. The building is also very old and appears tatty and unkempt. The organisation should endeavor to re-site this facility within the main building or create a new and more effective facility closer to the main house. 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. People who use the service are cared for by a conscientious, adequately trained work force ensuing that they are supported and protected from harm. Recruitment practices consistently ensure people are adequately protected. Evidence: There are enough qualified, competent and experienced staff to meet the health and welfare of people using the service. Staffing rotas take into account the needs and routines of the people using the service. The manager has increased staffing hours in key areas since the last inspection was carried out. The service recognises the importance of training and delivers a programme that meets any statutory requirements and the National Minimum Standards. The AQAA states All mandatory training is up to date. The AQQA also stated that eight people have commenced NVQ level 2 and six staff commenced NVQ level 3 training in November 2008. Recent training includes safe movement and handling, food hygiene, mental capacity awarness, abuse in the care home, understanding dementia, quest and caring for people affected by strokes. Staff spoken to confirmed they receive regular supervision and several staff stated that they found it productive and supported. A variety of staff meetings are held on a regular basis and include senior staff meetings, night care meetings, tissue viability meetings (group supervisions) and health and safety meetings. The manager has worked hard to improve the regularity of staff supervisions to a large and complex Care Homes for Older People Page 20 of 26 Evidence: staff team. All staff are clear regarding their role and what is expected of them. People using the service report that staff working with them know what they are meant to do and that they meet their individual needs in a way that they are satisfied with. One person using the service commented that the Staff look after me very well here. 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. Management systems are in place to ensure that the health, safety and well being of the people who use the service are protected. Evidence: The Manager has the required qualifications and experience and is competent to run the home. The Manager and the staff team have a clear understanding of the key principles and focus of the service, based on organisational values and priorities. They work to continuously improve the service. Feedback received on the day of the inspection from staff and the people who use the service determines that the management are effective and approachable. The Manager leads and support a stable staff team who have been trained to satisfactory levels. The AQAA determines that there is a clear commitment to ensuring that fifty percent of the current staff team have a minimum of NVQ level 2 qualification. The manager has worked hard to improve the daily records for individual service users with the introduction of a new quality review system that is carried out on a daily Care Homes for Older People Page 22 of 26 Evidence: basis. There are a variety of systems in place to ensure systems and standards are maintained throughout the service. The manager ensures that staff are supported and supervised regularly and staff spoken to confirmed that they find the management staff are kind supportive and are always available if I need support. Regulation 26 visits were up to date and records were maintained within the home. Health and safety records were all up to date, including fire records, bed rail checks and all service records for specialist equipment were maintained to a satisfactory level. The manager reports regulation 37s when required. Complaints are managed effectively and safeguarding referrals are made, when necessary. 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 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations 1 19 The current laundry facilities should be reviewed and resited if possible, to provide a more effective and efficient system for managing the laundry. Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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 CQC 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. 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!