Inspection on 31/01/08 for The Headington Care Home

This inspection was carried out on 31st January 2008.

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

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

Other inspections for this house

The Headington Care Home 14/02/07

Similar services:

21 High Street

Vale House

Chestnut Walk

The Old Vicarage

Cherwood House Care Centre

Ashley House

Ascot Nursing Home

Fountain View

Extracts from inspection reports are licensed from CQC, this page was updated on 09/07/2008.

CARE HOMES FOR OLDER PEOPLE The Headington Care Home Roosevelt Drive Headington Oxford OX3 7XR Lead Inspector Marie Carvell Unannounced Inspection 31st January 2008 11:00 X10015.doc Version 1.40 Page 1 The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service The Headington Care Home Address Roosevelt Drive Headington Oxford OX3 7XR Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) 01865 760075 01865 760093 the.headington@fshc.co.uk Four Seasons (H2) Limited Post Vacant Care Home 30 Category(ies) of Dementia - over 65 years of age (30), Mental registration, with number Disorder, excluding learning disability or of places dementia - over 65 years of age (30) The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 2. On admission persons should be aged 60 years and over The total number of persons that can be accommodated at any time must not exceed 30. 14th February 2007 Date of last inspection Brief Description of the Service: The home is situated within the grounds of the Churchill Hospital in Headington, Oxford. The building was purpose built less than ten years ago and all the private accommodation and communal areas are situated on the ground floor. Private accommodation is in single en-suite rooms, and is arranged around a central courtyard garden. There are two dining rooms, two sitting rooms, a conservatory, therapy room and a family room. Assisted bathrooms are also provided. The laundry and kitchen services are also situated on the premises. Landscaped parking is provided to the front. The range of fees for this home is £624.00 to £ 850.00 per week. There are additional charges for hairdressing, chiropody (none diabetic service users), newspapers and toiletries. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The Quality rating for this service 1 star. This means the people who use this service experience adequate quality outcomes. The Commission has, since 1st April 2006, developed the way it undertakes its inspection of care services. This inspection of the service was an unannounced ‘key Inspection’. The inspector arrived at the service at 11:00 and was in the service until 17:45. It was a thorough look at how well the service was doing, and took into account detailed information provided by the manager, and any information that CSCI has received about the service since the last inspection. The inspector asked the views of the people who use the service and other people seen during the inspection. One relative responded to surveys that the Commission had sent out. The inspector looked at how well the service was meeting the standards set by the government and has in this report made judgements about the standards of the service. Time was spent with the manager, staff on duty, service users and three visiting relatives. Time was also spent briefly with the training manager and organisations head of training. A tour of the premises was carried out and a sample of records required to be kept in the home were examined, including the case tracking of the three service user’s files. At the last inspection in February 2007, one requirement and eight good practice recommendations were made these are referred to in the body of the report. Feedback was given to the manager at the end of the inspection. What the service does well: Staff were observed to interact with service users in a respectful and appropriate manner. This was confirmed by relatives who felt that staff always ‘ do their best’. Staff were observed addressing service users by their preferred term of address and in discussion were clear about the need to respect service users privacy and dignity. During the inspection it was noted that all service users were appropriately dressed and well groomed. Attention had been given The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 6 to ensuring that service users had dentures, spectacles and hearing aids in place. The home is purpose built and the lay out is suitable for its stated purpose. Building work to extent the home and provide an additional nineteen single ensuite bedrooms is due for completing by April 2008. A programme of refurbishment has commenced and was evident during this visit. Each member of staff has a training and development programme. Training is well organised in the home with all staff completing mandatory training as well as specialist training as appropriate to meet the needs of the service users. Updates are provided as appropriate. From a sample of staff files it was evident that the home has robust recruitment procedures in place. Two senior staff conduct all interviews and interview process is recorded. Staff spoken to said that they enjoyed working in the home, felt valued and well supported by the manager and organisation. Communication systems in the home are well organised, with staff handovers taking place at the beginning of each shift. Staff meetings take place and minutes of meetings were available for examination. The inspector gained the impression that staff morale was improving in the home. In discussion with all grades of staff, staff were professional and happy to answer the inspectors questions. In discussion with staff all felt that the home was well managed and run in the best interests of the service users. Service users spoken to were positive about the manager and her management of the home. Procedures are in place for dealing with service users monies, financial records are well maintained and receipts obtained for all expenditures made on behalf of service users. What has improved since the last inspection? The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 7 An experienced and well qualified manager has been recruited. All staff vacancies have now been filled. What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 3. Standard 3 was subject to a good practice recommendation at the last inspection in February 2007. Standard 6 is not applicable, as the home does not provide intermediate care. Quality in this outcome area is good. Service users are fully assessed prior to admission to ensure that their needs can be effectively met by the home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager or her deputy carry out all pre- admission assessments. The use of clinical tools to assess the service user’s dietary, communication and mobility needs, risk of falls, continence, social profile and mental state are well developed. In discussion with relatives it was confirmed that pre- admission assessments had been carried out. At the last inspection a good practice The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 10 recommendation was made that any assessment carried out should be signed and dated by the person completing it. This has been addressed. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8,9,10 and 11. Standard 7 was subject to a good practice recommendation at the last inspection, standard 9 was subject to a good practice recommendation and requirement at the last inspection and standard 11 was subject to a good practice recommendation. Quality in this outcome area is adequate. Care plans need to contain sufficient information to demonstrate that all the needs of the service users are being met. Medication storage, administration and recordings were seen to be well maintained. Service users feel that they are treated with dignity and respect. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 12 The format for care planning processes in the home is clear and detailed. However, from examination of a sample of service user records it was not always evidenced that the service user/advocate was involved in the care planning process. Not all care plans were signed or dated. Care plans seen were not in sufficient detail regarding lifestyle choices or the preferences of the service user with regard to when care is to be provided and how. The manager said that she was aware of the need to continue to develop person centred care plans and this is to be addressed. At the last inspection a good practice recommendation was made that a review of the risk assessment processes in the home should be carried out including all the staff involved. The manager confirmed that this is on going. The medical needs of the service users are met by several GP practices. From evidence seen in service user records and in discussion with staff and relatives, the healthcare needs of service users are well met. At the last inspection a requirement was made that medication no longer required must be disposed of in accordance with current legislation and a good practice recommendation made that eye preparations should be dated on opening. These have been addressed. Medication storage, administration and recordings appear to be well organised. The manager undertakes monthly medication audits. Staff were observed to interact with service users in a respectful and appropriate manner. This was confirmed by relatives who felt that staff always ‘ do their best’. Staff were observed addressing service users by their preferred term of address and in discussion were clear about the need to respect service users privacy and dignity. During the inspection it was noted that all service users were appropriately dressed and well groomed. Attention had been given to ensuring that service users had dentures, spectacles and hearing aids in place. Comments made on a survey completed by a relative included ‘the care is generally well organised. The staff take an interest in my X and others like X, as much as they have time. My X and I visit my X daily and we are always made welcome’. At the last inspection a good practice recommendation was made that effort should be made to ascertain the service user’s wishes regarding the arrangements to be made at the time of their death. This is being addressed. Information is recorded in service user’s files and a End of Life care plan is being developed for each service user involving the service user, if appropriate, relatives/advocates and medical staff. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 13 As in many other care homes, there is a wide range of racial, ethnic and faith backgrounds represented within the staff group compared with the current service users. From discussion with the manager, the inspector considers that the home is able to provide a service to meet the needs of individual service users of various religious, racial or cultural needs. However, there are indications that service users sometimes find that some staff cannot communicate satisfactorily because English is not their first language. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 14 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,14 and 15. Standard 15 was subject to a good practice recommendation at the last inspection. Quality in this outcome area is good. Arrangements are being put into place to provide a range of activities to meet the needs of the service users. Service users are provided with a varied, wholesome and varied diet. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has acknowledged that currently daily activities in the home are insufficient to meet the emotional and social needs of the service users. Service users and relatives spoken to raised this as a concern. Comments made by a relative on a survey included ‘ the home could improve by providing, organising and supervising appropriate activities daily. I believe arrangements are being made to find a suitable person’. An experienced and well qualified Activity Organiser has been recruited and is due to commence The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 15 working in the home for four days per week from February. At the time of this visit music therapy sessions were being held, these are clearly enjoyed by service users and are provided by qualified music therapists, who hold four sessions per week in the home. The manager discussed her plans to arrange more outings in the community and plans to commence a volunteer group. Many of the service users have friends and family who are able to visit on a regular basis. Service users are encouraged to maintain contact, as far as possible, with the local community. At the last inspection a good practice recommendation was made that consideration be made to the lay out of the dining room in order to accommodate the numbers of service users who require to be seated at mealtimes. This has been addressed. The inspector joined service users for the mid day meal in one of the two dining rooms. Staff were observed to assist service users with their meals but were also needing to attend to several service users at the same time as serving meals. The manager was asked to consider introducing ‘ protected mealtimes’ in the home, which means that all nursing staff are available in the dining rooms observing meals being served and ensuring that all service users are assisted as necessary, rather than carrying out other tasks such as medication rounds. Service users were offered a choice of main course and dessert and the food served was tasty and attractively served. Menus demonstrated that service users are provided with a varied, wholesome and varied diet. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 16 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16 and 18. Quality in this outcome area is adequate. There is a comprehensive complaints procedure in place, However, not all complaints received by the home are recorded. Policies and procedures are in place to protect service users from abuse. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home has a comprehensive complaints procedure; this is displayed in the entrance hall. The policy of the home is that all complaints are recorded whether received verbally or in writing. The complaints record evidenced that only seven complaints have been recorded in the last twelve months. The last complaint being dated 18th May 2007. This didn’t relate to the information provided by the manager that the home had received eleven complaints by July 2007. Evidence was seen that two verbal complaints had been made in November 2007, regarding care issues and food. The manager confirmed that not all verbal complaints are being recorded by staff and that this is being addressed. Complaints recorded were seen to be minimal in detail and did not always record the name of the complainant, the name of the service user or staff involved. This is subject to requirement. In discussion with relatives and comments made on a survey completed by a relative, all confirmed that they The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 17 were aware of the home’s complaints procedure, said that they would speak to the manager and were confident that their concerns would be taken seriously and dealt with. Since the last inspection in February 2007, the Commission has not received any information concerning complaints about this service. All staff receive training in the home’s policies and procedures for protecting service users from abuse and the home’s whistle blowing policy. Training is provided to all new staff as part of their induction course and is then updated on a regular basis. The home has a copy of the Oxfordshire Safeguarding Adults procedures. No safeguarding adult referrals have been made in the last year. One safeguarding adults investigation has taken place. No referrals have been made for inclusion on the POVA (Protection of Vulnerable Adults) list. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 18 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standard 19,20,21,22,23,24,25 and 26. Standards 19 and 26 were subject to good practice recommendations at the last inspection. Quality in this outcome area is good. The home provides safe, well maintained ands spacious accommodation for service users. The home was found to be clean, hygienic and free from malodours. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The home is purpose built and the lay out is suitable for its stated purpose. Building work to extent the home and provide an additional nineteen single ensuite bedrooms is due for completing by April 2008. A programme of refurbishment has commenced and was evident during this visit. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 19 Hot water outlets in bedrooms and bathrooms are maintained at the recommended temperatures. All windows are fitted with window restrictors and radiators are covered. A call alarm system is fitted in all bedrooms, bathrooms and communal areas of the home. All bedrooms are for single occupancy and have en-suite shower, wash hand basin and toilet. Bedrooms are of a generous size and accommodate wheelchairs and aids with ease. Service users are encouraged to personalise their rooms. Communal bathrooms and toilets are fitted with appropriate aid and adaptations to help maintain independence. At the last inspection a good practice recommendation was made that bathrooms should be made to appear more domestic in appearance, this will be addressed during the homes refurbishment. All areas of the home were seen to be clean, well maintained and free from malodours. From discussion with housekeeping staff on duty, it was evident that staff take pride in maintaining high standards of cleanliness. At the last inspection a good practice recommendation was made that the washbasin in the nurse’s office should be kept clean and hygienic at all times. This has been addressed. The laundry is well equipped. All housekeeping and laundry staff have received training in COSHH, infection control and health and safety. Policies and procedures are in place. Staff are provided with protective clothing, such as disposable aprons and gloves for use when carrying out personal care to service users. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 20 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27,28,29 and 30. Quality in this outcome area is good. Staff recruitment procedures are robust and protect service users from harm. Staffing levels are adequate to meet the needs of the service users. Staff are well trained and competent to do their jobs. This judgement has been made using available evidence including a visit to this service. EVIDENCE: From discussion with the manager, staff on duty and examination of staff rosters, staffing levels appear adequate to meet the needs of the service users. Since the last inspection the home has successfully recruited staff to all previously vacant posts. In the last year seven full time staff have resigned, for a variety of reasons. Staffing levels consist of two registered nurses and five care assistants on duty from 7:30am until 8:30pm and one registered nurse and four care assistants on night duty from 8:00 pm until 7:30am. In addition during the day there is a well established team of catering, housekeeping and laundry staff. From Monday to Friday an administrator/receptionist is on duty. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 21 Three care staff are qualified to NVQ level II and currently eighteen care staff are working towards NVQ level II. All newly recruited staff complete an induction programme that meets Skills for Care standards. Each member of staff has a training and development programme. Training is well organised in the home with all staff completing mandatory training as well as specialist training as appropriate to meet the needs of the service users. Updates are provided as appropriate. From a sample of staff files it was evident that the home has robust recruitment procedures in place. Two senior staff conduct all interviews and interview process is recorded. Staff spoken to said that they enjoyed working in the home, felt valued and well supported by the manager and organisation. Communication systems in the home are well organised, with staff handovers taking place at the beginning of each shift. Staff meetings take place and minutes of meetings were available for examination. The inspector gained the impression that staff morale was improving in the home. In discussion with all grades of staff, staff were professional and happy to answer the inspectors questions. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 22 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Standards 31,33,35,36 and 38. Standard 38 was subject to a good practice recommendation at the last inspection. Quality in this outcome area is good. Service users benefit from a well managed home. This judgement has been made using available evidence including a visit to this service. EVIDENCE: The manager has been in post since June 2007 and has submitted an application to the Commission for registration as the manager. She is a well qualified and experienced nurse and manager, having recently completed the The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 23 Registered Managers Award. The manager is supported by a deputy manager, who also provides direct care to service users. In discussion with staff all felt that the home was well managed and run in the best interests of the service users. Service users and relatives spoken to were positive about the manager and her management of the home. Procedures are in place for dealing with service users monies, financial records are well maintained and receipts obtained for all expenditures made on behalf of service users. Formal staff supervision is to be arranged for all staff, following supervisory training for staff with supervisory responsibility. This is currently being arranged by the manager. Policies and procedures are in place and are reviewed on a regular basis. The home has an annual business and development plan in place. Quality assurance processes are robust and it is evident that the views of service users, relatives and other stakeholders are sought on a regular basis. A copy of the home’s Statement of Purpose and Service Users Guide are displayed in the entrance hall as well as the most recent copies of the homes inspection report and action plans. Reports written by a provider representative, following monthly visits to the home, were available for examination by the inspector. A sample of records relating to health, safety and welfare were examined and found to be up to date and well maintained. At the last inspection a good practice recommendation was made that following an accident or injury to a service user, the completed accident report should be placed in the service user’s file. This has been addressed. The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 24 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 x x 3 x x N/A HEALTH AND PERSONAL CARE Standard No Score 7 2 8 3 9 3 10 3 11 2 DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 2 17 x 18 3 3 3 3 3 3 3 3 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 x 3 x 3 2 x 3 The Headington Care Home DS0000068326.V346510.R01.S.doc Version 5.2 Page 25 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. 1. Standard OP16 Regulation 22 Requirement All complaints received by the home, in writing or verbally must be recorded in line with the home’s own complaints procedures. Timescale for action 29/02/08 RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1. Refer to Standard OP16 Good Practice Recommendations It is strongly recommended that all staff receive training in dealing with and recording complaints. 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