Inspection on 06/10/09 for Kestrel House

This inspection was carried out on 6th October 2009.

CQC found this care home to be providing an Poor service.

The inspector found there to be outstanding requirements from the previous inspection report. These are things the inspector asked to be changed, but found they had not done. The inspector also made 3 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Kestrel House 14/04/09

Kestrel House 15/04/08

Kestrel House 23/05/07

Kestrel House 18/04/06

Kestrel House 17/10/05

Kestrel House 10/05/05

Kestrel House 08/11/04

Kestrel House 25/05/04

Similar services:

Springfield House

Sutton Lodge Nursing Home

The Shelley

St Helier`s Residential Hotel

St Joseph`s

Ridgemount

Wingham Court

Old Hastings House

Extracts from inspection reports are licensed from CQC, this page was updated on 16/02/2010.

Key inspection report Care homes for older people Name: Address: Kestrel House 220 Willingdon Road Eastbourne East Sussex BN21 1XR     The quality rating for this care home is:   zero star poor 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: Kathy Flynn     Date: 0 6 1 0 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 29 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 29 Information about the care home Name of care home: Address: Kestrel House 220 Willingdon Road Eastbourne East Sussex BN21 1XR 01323-431199 01323649420 potterde@bupa.com www.bupacarehomes.co.uk BUPA Care Homes (ANS) Ltd care home 54 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 old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 54 The registered person may provide the following category of service: Care home with nursing (N) to service users of the following gender: Either whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Kestrel House is owned and managed by BUPA. The accommodation comprises of forty-eight single bedrooms with ensuite facilities and three double rooms. There is ample communal space. Kestrel house is situated on the A22 and just over a mile from Eastbourne town centre. There is car parking on site at the front of the home and a small garden and patio area is situated to the rear and side of the home. Care Homes for Older People Page 4 of 29 Over 65 54 0 Brief description of the care home Copies of inspection reports and the homes Statement of Purpose are available in the reception area of the home. Details of the fees charged can be obtained from the home. Additional charges are made for hairdressing, toiletries, chiropody, newspapers and outside activities. Care Homes for Older People Page 5 of 29 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: zero star poor service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is o star. This means the people who use this service experience poor quality outcomes. This unannounced inspection was carried out by two inspectors on the 6th October and included a review of pre admission assessments, care plans, staff records and training, medication records, activities, and menus. There were 31 residents at the home during the inspection. 10 residents were involved in the inspection and four visitors to the home were happy to discuss the support provided. The manager and the staff on duty discussed the care and support they provide at the home. Residents and staff surveys were sent of the home prior to the inspection, three resident and nine staff surveys were completed and returned to the Commission, and Care Homes for Older People Page 6 of 29 the information provided has been used as part of the inspection process and included in this report. The reader should aware that the Care Standards Act 2000 and the Care Homes Regulations 2001 use the term service user to describe those living in care home settings. However for the purposes of this report those living at Kestrel House will be referred to as residents. The Annual Quality Assurance Assessment (AQAA) was completed by the manager within the required timescale. Care Homes for Older People Page 7 of 29 What the care home does well: What has improved since the last inspection? What they could do better: 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. Care Homes for Older People Page 8 of 29 You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 29 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 29 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The Statement of Purpose provides prospective residents and their representatives with information about the services offered at the home. Assessments are completed before people are offered a place, however although they identify the residents needs the home may not be able to meet them. Evidence: The Statement of Purpose has been reviewed and updated to include clear information about the needs of people that the the home intends to meet. The home is registered for up to 54 people who require nursing care, and the home has a contract with the Primary Care Trust for 6 beds for people who are non weightbearing for up to eight weeks. The manager advised that prospective residents are assessed to ensure the home can meet their needs before they are offered a place at Kestrel House, and this is Care Homes for Older People Page 11 of 29 Evidence: confirmed in writing. Six assessments were examined and although they provide a considerable amount of information they did not identify all the residents needs, including religious preferences, and pain assessments were not completed for all. The moving and handling assessment for one resident identified the need for the use of a hoist but the home did not have the appropriate sling; the home did not have a suitable wheelchair and therefore a resident was restricted and unable to use the dining room or the lounge. The expectation is that the home can meet all the residents needs when they offer them a place, if additional aids are needed then these should be obtained before the person moves into the home. The manager confirmed that prospective residents and their relatives are encouraged to visit the home, and are given information about the services offered, so that they can decide if the home is able to offer the support they want. Care Homes for Older People Page 12 of 29 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The care planning system provides staff with a range of information about the residents needs, however some of the residents needs were not identified and this may affect the support they receive. There are policies and procedures in place regarding medication to protect residents. Evidence: The home has done a lot of work on the care planning system, and there is considerably more information in the care plans at this inspection than the previous one. The care plans include pre admission assessments, which are repeated on admission, risk assessments including Waterlow, moving and handling, falls and nutrition, day and night records of the care provided, and activities. However it was difficult to get a clear picture of peoples specific needs, one care plan had to be read by both inspectors to try and understand that persons needs. In some of the care plans needs had been identified but the home was not meeting them, particularly for those with short term memory loss, and some residents needs have been recorded but no action put in place to meet them. It was unclear if one resident Care Homes for Older People Page 13 of 29 Evidence: required support following a fractured hip and/or end of life care, and as previously noted a resident was unable to move around the home because appropriate moving and handling aids were not in place. The concern is that even if the home identifies the residents needs, it may not take appropriate action, therefore the home may not promote and maintain the residents health. The home has implemented the Gold Standard Framework for end of life care, staff have attended training and there are links with the Palliative Care Teams as required. Nurses who took part in the inspection said paperwork included in the care plans are the same for all the residents although their support needs might be quite different, and some of the forms may not be needed for people who are at the home for 6 to 8 weeks to recover from a fracture. They take a considerable amount of time to complete and finding the time to do this effectively can be difficult. There were also discussions about the care being aimed at the persons diagnosis rather than meeting their individuals needs, the fact that they refer to residents in terms of room numbers, and the affect this institutional based care can have on the support offered. Residents are registered with GPs and the AQAA states that they are referred to allied health professionals if required, including chiropodists and opticians. There are policies and procedures in place for the ordering, storage and adminstration of medicines. The medicine administration record (MAR) sheets were viewed for one floor of the home and found to be completed appropriately. The home did not have any residents responsible for their own medication at the time of the inspection. However it was noted that one resident had been responsible for their own medicines before admission to hospital and then Kestrel House for recuperation following a fall. The expectation is that people are encouraged to be independent and make choices about taking responsibility for their medicines on a risk assessment basis, and if they choose not to do this then evidence supporting this should be included in the care plan. Staff involved in the inspection felt that they could provide the care that the residents need, and the residents said that the staff are very good and look after them very well. However it was noted that staff carried out tasks without asking residents if it affected them, such as hoovering the lounge floor when they were watching TV. Care Homes for Older People Page 14 of 29 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. A range of activities is arranged for residents to join in if they wish and are able to mobilise with assistance. The food at the home is good, choices are available and staff assist residents if required. Evidence: The activity co ordinator discussed the range of group activities organised for the residents and advised that she has spent time researching activities for people who have cognitive impairment. Although there were no specific activites for residents who have short term memory loss, some were brought into the lounge for the group activity, but one was asleep and one later said it was boring. Residents involved in the inspection who remain in their rooms also said they were bored at times with little to do, and a visitor said that activities had not been developed for residents who has specific needs. The previous week a number of residents entered a karaoke competition and a Halloween party is planned for the end of October. The activity co ordinator said one to one sessions are provided for those residents who remain in their rooms, including the weekends by activity staff and a volunteer. During the inspection Age Concern were providing a reminiscence session, as part of the six week programme they offer Care Homes for Older People Page 15 of 29 Evidence: the home yearly, however only 10 residents are able to participate in this so it is not available for all residents. The AQAA states that new staff work for two hours with the activity co ordinator during their induction training, to enable them to have some understanding of the importance of activities as part of a person centred approach to care. However there was no clear evidence that care staff are involved in activity provision at the home, and conversations with residents tend to be when they are providing care and support. Visitors are welcome at any time and links with the community are encouraged, with local churches visiting regularly. Residents are encouraged to make choices about their day to day lives and most choose where they spend their time, and where they eat their meals, in their own rooms or the dining rooms. Some however are prevented from making these choices as they are unable to move about the home freely, because moving aids are not in place and they are dependent on staff being able to assist them. Residents involved in the inspection said the food is good, they can choose what they want to eat and staff assist residents if required. The chef explained that residents have what they want, at a time that suites them and staff are able to offer them sandwiches, toast, cakes and biscuits throughout the day and night. Feedback from surveys was that the catering could be improved and some complaints have been made Care Homes for Older People Page 16 of 29 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The homes complaints procedure enables residents and visitors to raise any issues with the staff working at the home, although it is not clear what action the manager takes to address these. Training in safeguarding adults is provided for staff to protect residents. Evidence: The complaints procedure has been reviewed and a new format has been introduced, each concern is logged monthly on the computer and forwarded to head office to be collated and monitored. Over the past four months eleven concerns have been raised through this system and these include concerns about the food, poor personal care, staff talking in their own language and staff switching the TV off when a resident was watching TV. It was not clear what action the home has taken to address these, and a visitor said that she had made a complaint recently about the support offered but there was no evidence that any action had been taken to address this, and the manager was unaware of the complaint. Different responses were made by residents who were part of the inspection when asked if they have any concerns. Some said they did not have anything to complain about, one said she didnt know and another said they had received no response Care Homes for Older People Page 17 of 29 Evidence: when we pointed things out to staff. Training in safeguarding adults is provided for staff. The three staff spoken with said they had attended the training, and they could demonstrate an awareness of abuse and the action they should take if they have any concerns. Care Homes for Older People Page 18 of 29 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Kestrel House offers residents a comfortable and homely environment. Training in the control of infection is provided for staff to protect residents. Evidence: The home offers residents single rooms with ensuite facilities, as well as lounges and dining areas on each floor, attractive gardens to the rear and side of the building, and parking spaces within the grounds. The residents rooms are individually assessed to ensure their health and safety is protected, and the shaft lift enables residents to have access to all parts of the home. Hoists and moving and handling aids are provided, and assisted baths and toilets are in place. The maintenance person was painting a residents room, while she is in hospital, in rich colours that she chose, and although there is ongoing maintenance of the home some areas are looking tired. Complete refurbishment of the building is planned for next year as part of the programme of development of the services offered at the home. Training in the control of infection is provided for staff, and those spoken with have Care Homes for Older People Page 19 of 29 Evidence: attended this and are aware of the procedure to follow to protect residents and visitors. Care Homes for Older People Page 20 of 29 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Training is provided for staff with regard to their roles and responsibilities, however this may not be sufficient and should be reviewed. Recruiment procedures are in place to protect residents, but these may not be effective. Evidence: The manager and staff said the staffing levels at the home were good, linked in part to the number of empty rooms, although staff training and the provision of appropriate care for residents continues to be of concern. There was no evidence that the Person Best Programme followed by staff has enabled them to empathise with residents and understand how their actions can affect residents. Ongoing training should be provided to ensure that assessments are completed appropriately, that care plans are linked to the residents needs and that staff identify if the care they offer does not meet these needs, and action is taken to address any shortfalls. A clear understanding of their roles and responsibilities would enable staff to offer person centred care, and should include activities and support offered in addition to personal care. Three recruitment files were examined and found to contain relevant information including application forms, two references, as well as Protection of Vulnerable Adults (POVA) and Criminal Records Bureau (CRB) checks. Care Homes for Older People Page 21 of 29 Evidence: However it was difficult to audit trail the information available, in some instances references were provided by friends rather that employers; due to school hoidays some references were not obtained before work commenced; a checklist of dates to fully evidence the recruitment process would be helpful, and the application forms should be fully completed by all applicants. All staff are required to complete induction training in line with Skills for Care, and there are opportunities to continue with National Vocational Qualifications (NVQs) when they have completed this, although the home has yet to meet the requirement of 50 of staff with NVQ level 2 or equivalent. Care Homes for Older People Page 22 of 29 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience poor quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management style at the home aims to encourage residents, visitors and staff to be involved in decisions about the services provided. The home is supported through BUPAs quality monitoring processes, however there is limited evidence that the processes are effective. Evidence: The manager is a registered nurse and has been managing Kestrel House for over three years, although without the support of a deputy for the past few months. The manager advised that a deputy manager has recently been appointed and her responsibilities will include working with nurses and care staff, to ensure that the home moves towards meeting the National Minimum Standards (NMS) for Older People. Residents and staff meetings are arranged on a regular basis, and the manager said they encourage everyone to participate in decisions about the services provided at the home. Care Homes for Older People Page 23 of 29 Evidence: Staff spoken with said they can provide the support the residents need and feel they offer a good service. Residents comments were also very positive some said the staff are very good and will do anything for me. The AQAA clearly states that the home has considerable support from BUPA which includes monthly visits from the regional manager; dedicated health and safety teams within the regions; support from the Quality and Compliance Officers who are available to audit the services and provide guidance, as well as yearly internal and external surveys for feedback from residents and their representatives. These supporting structures were identified in the previous AQAA and discussed during the last inspection, however it is still not clear why concerns raised at the last two inspection have not been addressed, if these systems are in place and used effectively. The AQAA offers the management and staff at Kestrel House an opportunity to show how they offer quality care and support for residents at the home, and in particular what improvements they have made to meet the requirements made following the last inspection. The AQAA referred to during this inspection does not identify how the home has improved in the last six months; there is little indication that the management has identified what changes need to be made to improve the service for all the residents at the home, and therefore there continue to be concerns about the assessment process, care plans, staff training and ultimately the care of the people who live there. The health and safety of residents is protected through ongoing maintenance of the home and a training programme ensures that staff attend the required mandatory training, including fire training, infection control, first aid and moving and handling. However if the home does not have the necessary moving and handling aids to support residents then they are at risk. Care Homes for Older People Page 24 of 29 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 7 15 Care planning system to be reviewed and updated to include all relevant information regarding residents assessed needs and the action staff are to take to meet them. To ensure the residents receive appropriate care and support. 28/05/2009 2 12 16 Activities provided at the home are to reflect the preferences of all residents living there. To ensure the all residents are consulted about how they spend their time. 28/05/2009 3 14 12 Residents to be encouraged to make choices about their day to day lives. To ensure residents can make choices about all aspects of the support and care they receive. 28/05/2009 4 27 18 Staffing levels and skill mix to be reivewed in line with the assessed needs of the residents. To ensure the residents recevie appropriate support and care. 29/06/2009 Care Homes for Older People Page 25 of 29 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 5 30 18 Training to be reviewed and 29/06/2009 updated as required to ensure staff are able to meet the assessed needs of the residents. To ensure the residents recevie appropriate support and care. 6 34 24 The quality assurance 31/07/2009 system to be reviewed and updated to ensure that it identifies areas for improvement with regard to the care and services offered at the home. To ensure the home care meet the assessed needs of the residents. Care Homes for Older People Page 26 of 29 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 3 14 That the home carries out 26/10/2009 an assessment to identify prospective residents needs, and ensures they can meet them before they are offered a place. To ensure the home can offer appropriate care and support for. 2 28 19 That the recruitement 26/10/2009 process is reviewed and updated to include completed application forms, two appropriate references, and a list of dates that evidence the recruitement process. To ensure the recruitment procedure is robust and protects residents. 3 38 13 That safe systems for moving and handling are provided when identified by risk assessments. 26/10/2009 Care Homes for Older People Page 27 of 29 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 To ensure the support for residents is based on relevant health and safety practices. Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 28 of 29 Helpline: Telephone: 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 29 of 29 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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