Inspection on 11/02/10 for Princess Lodge Care Home

This inspection was carried out on 11th February 2010.

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

The inspector found no outstanding requirements from the previous inspection report, but made 6 statutory requirements (actions the home must comply with) as a result of this inspection.

Other inspections for this house

Princess Lodge Care Home 22/06/10

Extracts from inspection reports are licensed from CQC, this page was updated on 16/05/2010.

Key inspection report Care homes for older people Name: Address: Princess Lodge Care Home 11 High Street Tipton West Midlands DY4 9HU     The quality rating for this care home is:   one star adequate 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: Karen Thompson     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 28 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 28 Information about the care home Name of care home: Address: Princess Lodge Care Home 11 High Street Tipton West Midlands DY4 9HU 01902746350 01902651667 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Princess Lodge LTD Name of registered manager (if applicable) Frank Thomas Josef Brown Type of registration: Number of places registered: care home 25 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users who can be accommodated is: 25 The registered person may provide the following category of service only: Care Home with Nursing - Code N 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 25 Dementia - Code DE 5 Date of last inspection Brief description of the care home Princess Lodge comprises of a traditional property that has a large extension (exceeding the size of the orginal property) . It is located on a fairly busy main road leading into Tipton. The home is in close proximity to local shops, public houses, a church and a main bus route. Care Homes for Older People Page 4 of 28 Over 65 0 25 5 0 Brief description of the care home Princess Lodge is registered to provide Nursing care to those within the category of old age. The home has recently undergone major renovation, refurbishment and redecoration. The home offers eighteen single bedrooms of which the majority have ensuite facilities. The fees were not identified at the time of the visit as no Service User Guide was available. The Reader should contract the service directly for fees information. Care Homes for Older People Page 5 of 28 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: one star adequate service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was an unannounced inspection; so the home did not know we were coming. It was carried out by one inspector and one local area manager over a one day period. The focus of the inspection undertaken by us is upon outcomes for people who live in the home and their views of the service provided. The process considers the care homes capacity to meet the regulatory requirements, minimum standards of practice and focuses on aspects of service provision that need further development. This home had been dormant for some time, that is no one lived there and it was sold to the current owners last year. The current owners were registered with us in September 2009 but did not admit anyone to live at the home until January 2010. Therefore at the time of the inspection only three people were living at the home. Information was gathered by speaking to and observing people who lived at the home. We looked at the experience of people living at the home. This involves meeting the Care Homes for Older People Page 6 of 28 people living at the home, observing the care they receive, looking at medication and care files and reviewing areas of the home relevant to these people in order to focus on outcomes. This helps us understand the experience of people who use the service. Staff files, training records and health and safety files were also examined. Care Homes for Older People Page 7 of 28 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 Care Homes for Older People Page 8 of 28 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 9 of 28 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 28 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Pre-admission assessments were comprehensive, so staff had sufficient information to allow them to determine if they could meet peoples needs upon moving into the home. People do not have all the information they need to make an informed decision about moving into the home. Evidence: The home has been registered with us since September 2009, however it is only recently that people have been living at the home. There were three people living at the home at the time of our visit. Staff are in the process of receiving mandatory training to provide them with the recognised skills and competency to meet the assessed needs of people moving into the home. In the Statement of Purpose that we were given the information about making complaint to the Commission and smoking in the home needs to be amended as it was incorrect. The home did not have a Service User Guide available for people living in Care Homes for Older People Page 11 of 28 Evidence: the home. These documents provide prospective users of the service with information about the services that the home provides to assist them in decision making. The Service User Guide when produced will need also to include the range of fees the home charges. The home provides care for people who require long term nursing care. The pre-admission assessment was of a satisfactory standard, enabling staff to identify the needs of the person (before admission) so they could determine if their needs could be met on moving into the home. This information can be used by staff to draw up a care plan, which outlines the action required by staff to ensure peoples needs are met appropriately. Staff spoken to were able to demonstrate they were aware of the care needs of people recently admitted to the home. The home does not provide intermediate care so we did not assess this standard. The home, however does provide respite care facilities. Care Homes for Older People Page 12 of 28 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The arrangements for meeting peoples health and personal care needs including medication are not always being adequately, consistently and appropriately met which may result in needs not being met. Evidence: The care records of all three people living at the home were looked at in detail and other records sampled. The home has a computerised care planning system to help and assist staff in the drawing up and implemention of care planning. It was concerning that care plans are not being put in place within twenty fours hours of admission to the home which is deemed good professional nursing practice. We saw there were risk assessments that highlighted potential risks and the actions required to reduce the risk, so people could lead a meaningful life with minimum risk but these were not always being linked into the care planning process. We were able to see evidence that the home had contacted the General Practitioners service about concerns in relation a persons health whilst living at the home and the appropriate action was being taken to promote this persons health and well being. Care Homes for Older People Page 13 of 28 Evidence: We looked at the arrangements in place for medication management. Medication is stored in one trolley in a locked medication room. The medication system consisted of a mixture of boxed and blister system. Handwritten Medication Administration Records (MAR) contained the initials of staff receiving medication into the home however it is recommended that the signatures of two staff are obtained for handwritten medication records, as signatures allow for ease of recognition if there is a query about medication. The home had no homely remedies policy and procedure. Staff need to consider what they would do in the event of someone living at the home requiring a one off administration of medication for a minor ailment that they could purchase without a prescription from their General Practitioner (G.P). They need to have a Homely Remedies policy and procedure and liase with each individuals GP to ensure they are happy for such medication to be given. We observed some good practice in relation to medication administration bottles and boxes had the date of opening recorded on them, which allows for ease of auditing and as a check for medication that has a short expiry date on opening. The majority of medications audited by us were correct however we did find one medication were staff had not initialed to say it had been given. Given the small quantity of medication being dispensed in the home we would expect to see no such errors. The medication fridge temperatures were within range, which ensure that medication to be be stored at low temperatures is done so correctly. The medication room felt warm but we had no way of checking the temperature as the home did not have a room thermometer. The home therefore could not demonstrate that medication was being stored in compliance with their product licence. We were assured that the home was in the process of obtaining a thermometer to check the room temperature. Good interaction was observed between staff and people living in the home such as staff talking and sitting with people . We were however concerned on our arrival at the home that staff were having a training session in the lounge dining area and that people living in the home had not been asked whether they were happy for this to take place as they were having to listen to the training. We were told that the only other place available for training was the conservatory area and that at present this was not warm enough for people to sit in. The home should have consulted with people living at the home as to whether they would like to listen to the training or find an alternative location for training staff. Care Homes for Older People Page 14 of 28 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Arrangements for visiting the home were flexible, so people are able to maintain important relationships. Evidence: There was no evidence of any rigid rules or routines in the home and people who live there can go outside. One persons care record looked at contained written permission from their family for the person to leave the home. We discussed this with the Care Manager at the time of the inspection and expressed our concerns about this being a restriction on that persons liberty. The relative had given permission but under the Mental Capacity Act 2005 permission did not need to be sought as this person had the capacity to express their own wishes. ( See complaints and protection section ) People are able to bring personal items such as small pictures, ornaments and so forth into their bedrooms, providing a home from home atmosphere and reflecting their personality. Visiting was flexible enabling people to visit at a time that suited them, so people living in the home could maintain contact with friends and family. We were told that the home was in the process of employing an activities coordinator. We were told by one member of staff that at present activities consisted of Care Homes for Older People Page 15 of 28 Evidence: one to one sessions which included watching television and talking to people living at the home. We were also informed that one person living at the home had been taken out of the home for a change of scenery. We were told that people living at the home are offered a choice. Lunch consisted of a choice of hot options. People living at the home are asked what they want for lunch in the morning. We observed staff offering drinks to people living at the home. Care Homes for Older People Page 16 of 28 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are systems in place for dealing with complaints and safeguarding but further work is required to ensure staff have the knowledge and correct information to deal with them. Evidence: There have been no complaints or safeguarding referrals since the home has been opened. The only complaints procedure available to people living in the home was in the Statement of Purpose. People living at the home did not have access to a Service User Guide where this information should be. The complaints procedure in the Statement of Purpose needs to be amended to reflect the Commissions new address. Staff have not received training in safeguarding but we were told this would be taking place in the near future. The Care Manager informed us that staff have not recieved training in the Mental Capacity Act and Deprivation of Liberty. The Mental Capacity Act is an important piece of legisaltion and it impacts on how care needs to be delivered to ensure people living at the home are not exposed to unlawful restrictions. Care Homes for Older People Page 17 of 28 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at the home live in a comfortable, clean and pleasant environment. Evidence: The home has been renovated to a high standard. The home has two floors. It is registered for twenty five people but this would involve people sharing bedrooms. The provider informed us that they would however keep all bedroom as single occupancy meaning only 18 people would be living in the home at any one time. An assisted bath in a bathroom on the first floor had not been serviced recently. We were informed that this bathroom was not in use at present as the floor in this room need to be renewed. The homes laundry is on the ground floor. This was found to be clean. There was no handwashing sink in the laundry for staff, but the providers representative informed us on the day of the inspection they would look to providing on in this area. Clean and dirty laundry do not have separate enterances into the room. The home needs to draw up a risk assessment for the use of the laundry in relation to clean and dirty laundry. We have recommended that the home contact the Infection Prevention and Control unit attached to Sandwell Primary Care Trust for advice and assistance with an infection control audit. This will help the home identify risk and take the appropriate measures to reduce them. Care Homes for Older People Page 18 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There were adequate numbers of staff on duty to meet the needs of people living in the home. Training is taking place within in the home but there are gaps which means the needs of people living in the home can not be guaranteed to be met. The recruitment procedure is not robust and places people at risk of harm. Evidence: We looked at the recruitment files of six members of staff. Not all of these files contained two references or a robust employment history on the application form so gaps could not be explored . All staff had been employed with a Criminal Record Bureau check (CRB) prior to commencing work at the home. We found no induction programme in place and was told by the Care Manager that the home was in the process of adapting and developing one for this home. The induction package needs to cover the Common Induction Standards as recommended by Skills for Care. We did observe health and safety training taking place in the home and found evidence of other training having taken place, however the home could not at the time of inspection demonstrate that they were providing staff with the skills and competences to enable them to undertake their roles with confidence. We were provided with a training schedule that demonstrated staff would be receiving training in the future. Care Homes for Older People Page 19 of 28 Evidence: We were told that there was a trained nurse on every shift and two carers for the morning shift and one carer for the late and night shift. The home also has a housekeeper and cook who were also observed in the home on the day of the inspection. Staff spoken to were enthusiatic about their role. At present the number of staff meet the needs of people living at the home but these will need to be kept under constant review as the number of people living in the home increases. The information about how many staff have a National Vocational Qualification 2 or above in care was not available. This training improves staff knowledge and skills and leads to improved outcomes for people living at the home. Care Homes for Older People Page 20 of 28 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. This is a new home with evolving management and administration structure whose effectiveness has not been fully tested. Evidence: The Care Manager works on a full time basis and is registered with us and has a recognised nursing qualification. We were told that the home did not hold any money for safe keeping at present for people living in the home. We recieved an AQAA from this home in December 2010. This document lets us know about the homes plans and how they intend to meet and achieve them. This document contained very little information as to the homes future plans. We were told that a quality assurance process was in place but due to the fact that the home has only been admitting people since January this was still evolving. We were Care Homes for Older People Page 21 of 28 Evidence: told that no medication audits had taken place. This needs to be prioritized to ensure any concerns are recognised swifty and retified. We were told that meetings for people who lived there would be taking place soon. Recruitment procedures have gaps so therefore it can not be demonstrated that these are robust. The present system of asking relatives/representatives to give permission for people with mental capacity to leave the home does not comply with the Mental Capacity Act 2005 and must be reviewed. The building has been refurbished to a high standard. We sampled a number of health and safety maintainence checks and found no thorough examination of the passenger lift. The management team were unable to find a certifciate to demonstrate this had been carried out. We were told that this would be forwarded to us however at the time of writting this report this has not happened. Care Homes for Older People Page 22 of 28 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 23 of 28 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 9 13 The home must purchase a 16/04/2010 room thermometer and record daily the temperature of the medication and take appropriate action if the room temperature does not comply with the medication product licence. All medication must be stored in accordance with their product licence. 2 9 13 The medicine chart must be 16/04/2010 referred to before the preparation of the persons medicine and be signed directly after the transaction and accurate records kept of what has occured. To ensure the health and wellbeing of the person living in the home. 3 18 13 The home must ensure that staff are trained and knowledgeable about the safeguarding procedure. 30/04/2010 Care Homes for Older People Page 24 of 28 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 promote and protect the wellbeing and safety of people living in the home. 4 29 19 The recruitment process 30/04/2010 must look at the previous employment history and any queries or gaps must be explored. To demonstrate a robust recruitment procedure has taken place and that people living in the home have their health and well being protected. 5 29 19 The home must ensure that it has obtained two references for staff prior to commencing work in the home. To ensure the safety of people living in the home is promoted and protected 6 38 23 The passenger lift should have a thorough examination carried out every six months and records must be available to demonstrate this. To ensure the lift is working correctly and does not place anyone at risk. 30/04/2010 30/04/2010 Care Homes for Older People Page 25 of 28 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 1 A Statement of Purpose and Service User Guide must be available to people living in the home and prospective persons wishing to live in the home. They must contain all the relevant information and be in a formate that is accessible to them, so they can make an informed choice. Care plans should be in place within twenty fours hours of arrival to the home so that staff have clear instructions as to what is required to meet someones needs and monitoring and evaluation of the condition can be documented. Trained staff working at the home should re-familiarise themselves withthe Nursing and Midwifery Council document Record keeping : Guidance for nurses and midwives 2009. Risk assessments should be drawn up in a timely manner and should include falls, nutrition and continence, they should be reviewed regularly and when changes have occured to ensure any risk to people living at the home are appropriately managed. If the home should consider implementing a Homely remedies policy and procedure so that minor ailments can be treated swifty. This must be a reflection of good practic and staff must be trained to adhere to it. Handwritten Medication Administration Charts should contain the signatures of the staff receiving and recording the medication in the home, to ensure an accurate record. People living at the home should be consulted about the use of the dining/lounge area for training purposes or an alternatives space for training should be sought. Activities must be reviewed and based on individual needs It is recommended that the home obtain a copy of the Departments of Health guidance Mental Capacity Act 2005 core training set published July 2007 and staff are provided with training, so that staff are aware of their responsibilities and peoples rights are protected. The Complaints procedure must be amended to contain the correct details on how to contact the Care Quality Commission. It is recommended that the home obtain a copy of the Page 26 of 28 2 7 3 7 4 8 5 9 6 9 7 10 8 9 12 14 10 16 11 18 Care Homes for Older People 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 Department of Health guidance Mental Capacity Act 2005 residential accomodation published 2007. 12 13 21 21 The assisted bath on the first floor should have a lifting certificate to demonstrate it is safe for use. The assisted bath on the first floor prior to use must be service and check to ensure it complies with current legislation. A risk assessment should be drawn up for the use the laundry and any risks identified should be reduced. A hand washing sink for staff should be available for use in the laundry. The home should contact the Infection Prevention and Control Team at Sandwell PCT, they will assist the home to carry our an infection control audit. This will help identify any concerns and ways in which they can be reduced. They are based at Kingston House, 438 High Street, West Bromwich, B70 9LD. Telephone number: 0121 612 1627. A minimum of fifty percent of staff should be trained to NVQ 2 or above and records/copies of certificates should be available to demonstrate this. The home should introduce an induction programme that meets the Common Induction Standards for staff working in the home. The quality assurance system must look at a number of areas within the home such as medicaion, views of people living there and maintenance issues any matters arising from these must be swiftly addressed and monitored on a regular baiss to ensure and develope positive outcomes for people. 14 15 16 26 26 26 17 28 18 30 19 33 Care Homes for Older People Page 27 of 28 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). 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