Inspection on 11/02/10 for Mossley Manor

This inspection was carried out on 11th February 2010.

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

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

Other inspections for this house

Mossley Manor 05/05/09

Mossley Manor 28/04/08

Mossley Manor 24/07/07

Mossley Manor 21/06/06

Mossley Manor 31/01/06

Mossley Manor 18/10/05

Mossley Manor 28/04/04

Mossley Manor 20/04/04

Similar services:

Chirnside House

Keer Sands Residential Home

Ruskin Lodge

Bushell House

Langrigg House

Parkside

Dystlegh Grange

Thornton Lodge

Extracts from inspection reports are licensed from CQC, this page was updated on 25/04/2010.

Key inspection report Care homes for older people Name: Address: Mossley Manor North Mossley Hill Road Mossley Hill Liverpool Merseyside L18 8BN     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: Jeanette Fielding     Date: 1 1 0 2 2 0 1 0 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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: Mossley Manor North Mossley Hill Road Mossley Hill Liverpool Merseyside L18 8BN 01517242856 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Amer Latif,Mrs C K Latif Name of registered manager (if applicable) Type of registration: Number of places registered: care home 47 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender: Either whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 47 Date of last inspection Brief description of the care home The home was originally built in 1878 and over the years has been modernised and converted to its present state. The home is registered for forty seven residents who require personal care and support. The home is situated in Mossley Hill, a quiet suburb of South Liverpool. Shops, cafes, pubs and public transport facilities are nearby. Residents are provided with single rooms; the two double rooms are currently being used for single accommodation. Residents have aids and equipment to help them with Care Homes for Older People Page 4 of 26 Over 65 47 0 Brief description of the care home their mobility and ramps and a lift allow access to all parts of the house and gardens. There are communal lounges and dining rooms, which are homely and comfortable. Residents can entertain their visitors in these areas or the privacy of their own rooms. A call bell system with an alarm facility operates throughout the home to enable residents to call for assistance. The fee rate for accommodation is GBP 330.00 a week plus GBP 28 per week for en-suite facilities. 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: This inspection was conducted in one day over a period of nine hours. Assisting at the inspection was an Expert by Experience. Experts by experience are individuals who have personal experience of either living in or supporting a relative in a care environment. In some cases the expert by experience is an individual who has personal experience of either physical or mental ill health. The expert by experience was asked to talk to people and gather their opinions on what it feels like to live in Mossley Manor. The comments made by the Expert by Experience have been incorporated into this report. As part of the inspection process, all areas of the home were viewed including many of the service users bedrooms. Assessments and care plans were inspected together with staff records and certification to ensure that health and safety legislation was complied with. Observation of the interaction between staff and people who live at the home provided further evidence of the actual care given. The care files of six service users Care Homes for Older People Page 6 of 26 were case tracked to evaluate their care. Discussion took place with the registered owner, deputy manager, care staff, service users and visitors to the home. The inspection was triggered by a number of safeguarding issues that had occurred within the home over the last few months together with confirmation from the registered owner that the registered manager had resigned her post. A new manager has been identified and will commence her responsibilities in the near future, but at present, the owner has become more heavily involved in the management of the home whilst the deputy manager has taken responsibility for the management of care. 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. A detailed Service User Guide has been produced to give full information to prospective service users regarding the facilities and services provided by the home to enable them to make an informed decision regarding their care provider. Evidence: The home has produced a comprehensive Statement of Purpose and Service User Guide. These have now been reviewed and updated to reflect the recent changes of management within the home and to update the facilities and services provided. Arrangements are being made for copies of these documents to be displayed in the home and arrangements have been made for a copy to be placed in each of the service users bedroom to ensure that service users and their relatives have full access to the documents. Copies are provided to all prospective service users to enable them to make an informed decision regarding their care provider. Visits to the home prior to admission are encouraged. Care Homes for Older People Page 10 of 26 Evidence: All prospective service users are assessed by social workers prior as part of the need for care services being identified. A copy of this assessment is provided to the home. An assessment is then carried out by a member of the care management team or one of the senior staff to identify the specific care needs of the service user. The preadmission assessment for the most recently admitted service user was inspected and was found to contain basic information about. Sufficient information was recorded in respect of care needs but little about the social needs and preferences. The owner and deputy manager explained that the proforma for completing the assessments was being reviewed and changed to ensure that all care needs are clearly identified, details are recorded to show where the information regarding the service user originated and to identify specific preferences in relation to care provision and daily living. 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. Medications are dealt with safely by the staff to ensure that service users health and well being are protected. Evidence: Individual care plans are prepared for each service user. Work has been taking place to improve the quality of the care plans to provide full information regarding the needs of the service users, together with details of how care staff are to provide this care. Sufficient information is now recorded in the care files. Discussion was held with the owner and manager on how the files could be further improved to ensure that each service users file is person centred to include choices and preferences on all aspects of care and daily living. A selection of care files were inspected. Risk assessments are in place together with risk management plans to remove or reduce identified risks to the service users. Care plans are reviewed on a regular basis but there is no evidence that service users and/or their next of kin have been involved with the reviews by the provision of a signature to indicate agreement. One file had not yet been reviewed and updated and Care Homes for Older People Page 12 of 26 Evidence: lacked much of the necessary information that staff require. No information was recorded regarding the use of a hoist for bathing and how this should be used to benefit the service user. Consent for the photograph on the file and the medication records had not been obtained. The deputy manager stated that these were some of the issues that were being addressed as part of the care plan review process and it was expected that all records would be up to date within the following three weeks. It was evident that the deputy manager had a clear understanding of the information that was required to be recorded. Records are held of visits by GPs and other healthcare professionals together with any recommendations relating to care that they make. Specialist equipment is provided according to service users individual needs and an agreement for the use of bedrails is sought prior to their use. Daily records are completed by the staff and provide evidence of the actual care given. Staff were observed in their interaction with service users. They were noted to be caring and spoke discreetly to service users when referring to personal issues. It was evident that service users could choose the time of rising and going to bed and staff respected service users wishes. Medications were found to be well maintained. Medication Administration Record sheets (MARs) were found to be completed as required. Hand written entries were signed by two staff to ensure accuracy and detailed information regarding the application of creams and eye drops were held. The medication storage area was clean and organised. No excess medications are held in the home and appropriate arrangements are in place for the disposal of unwanted medications. 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. No alternative meal is offered to service users which denies them the opportunity to make decisions based on their own individual preferences and tastes. Evidence: The home employs an activities co-ordinator to provide activities and stimulation to the service users. A programme of activities is arranged and are encouraged to participate. Some service users choose not to participate in activities and their wishes are respected. The records held by the activities co-ordinator showed that service users who are unable to or do not wish to participate in group activities are given individual activities. The records inspected showed that some service users do not have any stimulation and are recorded as sleeping at the time of the offer. No details are recorded of when staff spend time on a one to one basis with service users or when activities take place in the absence of the co-ordinator. The records should be held in the office to enable staff to make entries to enable a bigger picture of social events that take place within the home. A music session took place during the afternoon of the visit and service users where seen to be singing and enjoying the event. Ministers visit the home on a regular basis and service users of all denominations have their spiritual needs met. Care Homes for Older People Page 14 of 26 Evidence: Service users can take their meals in the dining room, the lounge or their own bedroom as they wish. Service users are offered a cooked breakfast. The main meal of the day is served at lunchtime with a lighter meal at 4.30 pm. Staff stated that toast is probably served for supper but could not confirm this. The length of time between the light evening meal and breakfast on the following day is excessive and arrangements should be put in place to review the times of meals and to ensure that a suitable supper is available. The dining room is bright and provides a pleasant area for dining. Tables were laid with a cloth, cutlery and some condiments. No sauces or pickles were seen to be available. No drinks were served with the meal and no water jugs or glasses were provided. Tea is served following the meal but it was noted that this was served from a large tea pot which already had the milk in it. This is an extremely poor practice which should cease immediately. Service users should be given the opportunity to choose the strength of the tea that they drink and the amount of milk they take. The meal served was not very hot. This was raised with the cook who explained that there was a fault on the heated trolley which is taken to the dining room, which results in the food not being maintained at the appropriate temperature. She stated that this had been reported. This was raised with the owner who said that he was unaware of the problem and would address this. There was no evidence that service users are offered a choice of meals. The menu is displayed in the foyer, although service users do not generally use this area. Discussion took place with the owner and deputy manager regarding the meals and the lack of choices. The owner will review the menus with the service users to ensure that a choice is available and to provide a system whereby service users are made aware of the menu and the alternative meal options. Inspection of the kitchen showed that some items of dry goods were not stored appropriately. Confirmation has been received from the owner, subsequent to the inspection, to advise that this has been addressed. It was also noted that there was a lack of fresh vegetables in the kitchen and the cook stated that frozen vegetables are usually used. Service users should be provided with fresh fruit and vegetables as much as possible and the use of frozen foods restricted to offering those that are not in season.The kitchen was seen to require a full cleaning programme and the owner has confirmed that this has been arranged. The owner is now undertaking weekly audits of the kitchen which includes food stocks and cleanliness. Details are held in the kitchen of any special diets required by service users. Staff assist service users to take their meals where necessary and were observed to do so in a dignified manner. 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. Staff have a good knowledge and understanding of Adult Protection issues which protects service users from abuse. Evidence: The home has a complaints procedure which is displayed in the foyer and also detailed in the service user guide. The procedure has been reviewed and updated to ensure that complainants have the correct details of who to make to complaints to following the recent change of manager for the home. The complaints records book is not held securely and arrangements are to be made for details of the complaint, the investigation and the outcomes to be recorded and maintained. Staff spoken to confirmed that they had been given training on the Protection of Vulnerable Adults and were aware of the different type of abuse. They said that they would report any suspicions to the manager. Evidence of POVA training is held in the staff files. Service users spoken to said that they had no complaints but would speak to one of the staff or their relatives if they had an issue that required raising. One service user who was asked about complaints said We can speak to the owner, he is very good and will sort it out. All staff are required to be fully vetted before they commence work at the home to ensure that service users are protected. The home has a whistleblowing policy and details of this are readily accessible to all staff. Care Homes for Older People Page 16 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. Service users bedrooms are bright and homely and provide a pleasant environment in which to live. Evidence: Mossley Manor is a converted manor house which provides accommodation in single bedrooms. The majority of bedrooms are provided with en-suite facilities. Service users are encouraged to personalise their bedrooms with pictures, photographs, items of memorabilia and small pieces of furniture to provide a homely environment. The entrance hall at the home is in keeping with the age of the property, with wood panelled walls. The lighting in this area would benefit from improvement as the area is rather dark. Photographs are displayed in this area of trips and activities that service users have participated in. Art work completed by service users is displayed throughout the home. The lounges are bright and pleasant with comfortable armchairs. One service user said that she enjoyed being in the lounge as she could chat to others but also enjoyed her own company in her bedroom where she could watch the television programme of her own choosing. She confirmed that the staff respected her choices and assisted her to go to her place of choosing whenever she asked. Care Homes for Older People Page 17 of 26 Evidence: Some carpets were found to be stained and worn and required replacement. A number of rolls of carpet were seen in the basement and the owner stated that these were to be fitted where necessary. These rolls of carpet were noted to be in the same place at the inspection of May 2009 and have not yet been fitted despite assurances given at that time that they were awaiting a carpet fitter. Arrangements should be made to have the carpets fitted where necessary without further delay. Shower rooms were found to be in a poor condition. One shower area had cracked tiles which require replacement and another shower base had become stained with rust from the legs of the shower chair. Mould had accumulated around the seals at the bases of the showers which requires to be addressed. The owner has confirmed, subsequent to the inspection, that a programme of work to update the bathrooms and shower rooms, and to fit new flooring, is in place but no date for the commencement of the work has been given. He also confirmed that the shower base has been cleaned to remove the stains. Some pillows on service users beds, and in the store room, were found to be extremely lumpy due to the laundering process. These should be replaced to ensure that service users are provided with comfortable pillows. The home provides a garden and a roof garden but neither were used at present due to the weather. Plans are in place for these areas to be improved during the warmer weather to make them accessible to service users and to provide a pleasant place for them to spend time. The home provides a dedicated hairdressing salon on the ground floor and a qualified hairdresser visits the home regularly. Care Homes for Older People Page 18 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. The home employs a well trained staff team who are experienced and skilled to meet the individual needs of the service users. Evidence: The staff rota provides evidence that the home employs and deploys staff in sufficient numbers to meet the needs of the service users. A selection of staff files were inspected. The files showed that the homes recruitment had been followed. All prospective staff are required to complete an application form prior to being called for interview. Two references are taken and checks are made through the Criminal Records and Protection of Vulnerable Adults bureaux. In induction training programme is followed by all new staff and evidence of this is held on their files. Training is provided for all staff and evidence of all training is held on their files. The owner confirmed that training is planned for medications and for manual handling and dates have been set. Additional training has been identified as necessary and appropriate action put in place for any needs to be addressed. Training is to be arranged in care planning for senior staff and the cook should undertaken an advanced food hygiene training course. The Care Homes for Older People Page 19 of 26 Evidence: majority of staff hold NVQ qualifications and two staff are now working towards NVQ at level 3. Staff meetings have been arranged to ensure that all staff are up to date with policies and procedures. Staff were observed to speak with service users in a respectful manner and service users spoke highly of the staff at the home. One service user said the staff are kind and caring and will do anything for you to make life comfortable. A group of three service users agreed that the staff were always there for them and were always polite and pleasant. Discussion with service users provided evidence that they are free to choose the time that they get up and go to bed. One service user said she liked a sleep in the afternoon and that staff respected this. Staff spoken to were able to demonstrate that they were aware of each individual service users needs and preferences. Two staff confirmed that they had been given a lot of training and one member of staff said that she had worked at the home for a number of years and wouldnt want to work anywhere else. Care Homes for Older People Page 20 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. The home continues to run well with all safety issues addressed to ensure the protection of the staff and people who live or visit the home. Evidence: There is currently no registered manager at the home. The registered manager resigned her position in December 2009. A new manager has been appointed and will submit an application to register in due course. A deputy manager has been appointed and has been taking responsibility for overseeing the care of the service users during the interim period. The owner has been present in the home each day to deal with the business and administrative tasks and ensure that the home continues to run effectively. The owner is currently developing a quality assurance questionnaire to enable service users, visitors and healthcare professional to give their options of the home. This is to identify areas of improvement to provide a higher quality of service provision for the service users. The owner speaks with service users on a regular basis to obtain their Care Homes for Older People Page 21 of 26 Evidence: views and to give them the opportunity to suggest areas of improvement. Information regarding changes within the home is given to service users on an individual basis. Health and safety issues are addressed as soon as they are identified and all staff are responsible for reporting any necessary repairs in a maintenance book. The maintenance book also provides evidence that identified issues have been addressed. Regular checks are made on the equipment used within the home and the premises. Safety certificates are in place and all those inspected were up to date. Tests are made on fire detection equipment as required and are duly recorded. Staff are given training in fire prevention on a regular basis. Care Homes for Older People Page 22 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 23 of 26 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 15 16 Provide a choice of meals which are varied and served at the correct temperature at suitable times. To improve the nutritional arrangements for service users and to make mealtimes enjoyable. 02/04/2010 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 7 The programme of reviewing and updating care files should continue to ensure that full information regarding service users needs is recorded. The complaints records should include full details of the investigation and outcome and be held securely. The programme of improving bathrooms and shower rooms should be addressed as a priority to provide service users with suitable bathing facilities. The programme of replacing carpets should now be brought forward to ensure that this work is completed without further delay. 2 3 16 21 4 24 Care Homes for Older People Page 24 of 26 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 5 6 24 31 Lumpy pillows should be replaced to provide service users with comfort. An application to register the proposed manager of the home should be submitted to CQC without delay. 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. 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