Inspection on 22/01/09 for The Lady Nuffield Home

This inspection was carried out on 22nd January 2009.

CSCI found this care home to be providing an Excellent 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 Lady Nuffield Home 02/02/07

The Lady Nuffield Home 08/12/05

The Lady Nuffield Home 09/08/05

The Lady Nuffield Home 22/02/05

The Lady Nuffield Home 08/07/04

The Lady Nuffield Home 27/02/04

Similar services:

St Vincents

The Cotswold Home

Newbeech House

Winton House

Rush Court

Hillyfield Rest Home

The Maypole Nursing Centre

The Briars

Extracts from inspection reports are licensed from CQC, this page was updated on 19/06/2009.

Inspecting for better lives Key inspection report Care homes for older people Name: Address: The Lady Nuffield Home 165 Banbury Road Oxford Oxfordshire OX2 7AW     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Marie Carvell     Date: 2 2 0 1 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 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 Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 03000 616161 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: The Lady Nuffield Home 165 Banbury Road Oxford Oxfordshire OX2 7AW 01865888500 01865553040 enquiries@ladynuffieldhome.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): The Lady Nuffield Home Name of registered manager (if applicable) Mrs Jennifer Lynne Timbrell Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 30 The registered person may provide the following category of service only: Care home only( PC) to service users of the following gender: Either whose primary care needs on admission to the home are within the following category: Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home The Lady Nuffield Home is managed by a charity governed by a Board of Trustees. The home provides care for up to 30 residents over the age of 65, both male and female. It is not registered to admit those with a physical disability or a diagnosed dementia, but strives to continue to care for those who become so as long as it can meet their needs. The home is situated in the Summertown area of North Oxford and is close to shops, restaurants and other community facilities. The home offers private accommodation in Care Homes for Older People Page 4 of 27 care home 30 Over 65 30 0 Brief description of the care home single rooms, many with en-suite facilities, and updated communal areas, including a dining room/conservatory. All rooms have television, digital telephone service and a call system. There are two passenger lifts providing access between the first and the ground floors, for those who find stairs difficult. The gardens provide a useful and interesting outdoor area with trees, paving, lawn areas and seating. The registered manager runs the home with a team of care assistants and kitchen and housekeeping staff and the Board of Trustees oversees this management. The fees range from 495.24 to 617.21 per week. Care Homes for Older People Page 5 of 27 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The last inspection of this service was in February 2007. This inspection of the service was an unannounced Key Inspection. We arrived at the service at 9.45 am and was in the service until 5.45 pm. It was a thorough look at how well the service is doing. It took into account detailed information provided by the manager, Jenny Timbrell in November 2008 and any other information that we have received about the service since the last inspection. Six service users returned completed surveys. We looked at how well the service was meeting the standards set by the government and have in this report made judgements about the standards of the service. We toured the premises, examined a sample of records required to be kept in the home, including case tracking service user files and spent time talking to service users Care Homes for Older People Page 6 of 27 individually and in groups. We spent time with the manager, Jenny Timbrell, staff on duty, a relative and a visiting GP. In addition we observed how the care was being delivered to service users and joined service users for lunch in the communal dining room. At the last inspection two good practice recommendations were made, these have been actioned and are referred to in the body of the report. Feedback was given to the manager, during and at the end of the inspection. 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 set out 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 –03000 616161. Care Homes for Older People Page 8 of 27 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 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users and their representatives are given information about the home and encouraged to visit in order to make an informed choice about moving in to the home. Significant time and effort is spent planning to make admission to the home personal and well managed. Service users are fully assessed prior to admission to ensure that their needs can be effectively met by the home. All service users are able to move into the home for a trial period, before a decision to stay permanently is made. All service users are provided with a clear, detailed contract. This can be provided in in various formats on request. Care Homes for Older People Page 10 of 27 Evidence: All prospective service users/representatives are provided with information about the home, including a copy of the service users guide, homes brochure and a copy of the last inspection report. All of the six service users who completed a survey confirmed that they had received enough information before deciding whether the home was able to meet their needs. Prospective service users are assessed by the manager, before being offered a trial period in the home. Comments made on service user surveys included Jenny Timbrell was very helpful, Apart from the detailed information provided, I was offered a place in the home for a trial period of four weeks, I was on the waiting list for several months as the home was very highly recommended, My daughter and I looked at nine homes in Oxford, this was by far the one we wanted. In discussion with service users, several said that they and their representatives appreciated the time given by the manager and her senior staff during the initial visits to the home to answer questions, give reassurance and support. Prospective service users and their representatives are treated as individuals and with dignity and respect for the life changing decisions they need to make. One visiting GP said that he/she would recommend the home, if asked and would be happy for a member of his/her family to live in the home. All service users confirmed that they are provided with a clear, detailed contract once a decision has been made to stay permanently. Care Homes for Older People Page 11 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Care plans are detailed and are drawn up with the service user/representative, agreed and signed. The healthcare needs of service users are fully met and involve a range of healthcare professional as necessary. Medication administration, recording and storage were seen to be well organised and maintained. Service users are treated with dignity and respect. Evidence: The home uses a commercially produced document system for recording assessments, care planning, risk assessments and daily reporting. All service users have a comprehensive care plan in place, drawn up from the pre admission assessment of need, to ensure that all identified needs are fully met. Service users and their Care Homes for Older People Page 12 of 27 Evidence: representatives, as appropriate, are involved in the care planning process. Care plans are agreed with the service user, signed and dated. Service users spoken to and/or had completed surveys confirmed that they always received the care and support needed. Comments included As my health deteriorated, the home steadily adapted to my increasing needs, The staff are exceptionally kind and caring, One bath a week, is not enough, Lady Nuffield is a home from home. Service users were observed to be well groomed and appropriately dressed, several service users expressed their appreciation of being able to have regular hair appointments and manicures. Attention had been given to ensuring that service users have their dentures, spectacles, hearing aids and mobility aids in place at all times. Appropriate risk assessments are in place. Healthcare professionals such as the falls specialist are involved in risk reduction as necessary. The healthcare needs of service users are met by two GP practices and a range of healthcare professionals visit as necessary. The manager and service users described the service provided by visiting GPs and district nurses as excellent. Service users confirmed that they always receive the medical support needed. Comments made by service users included The liaison between the home and my GP practice is good, I was able to keep my own GP which I very much appreciated, Im able to see the GP in private, which is important to me, Any request to see a doctor is acted on immediately. From discussion with a visiting GP, staff on duty, service users, a relative and evidence seen the health care needs of service users are well met. Medication was seen to be appropriately stored. Medication administration records were seen to be well maintained, with no obvious gaps in recordings. Medication is administered by the senior care staff, who have completed medication training from a pharmacist. Medication audits are undertaken on a regular basis by the manager. Service users are able to take responsibility for their own medication, following an appropriate risk assessment. Staff on duty were observed addressing service users by their preferred term of address and interacting with service users in a calm and respectful manner. There appears to be a good rapport in the home between service users, relatives and all members of staff. This was confirmed in discussion with service users, the manager and staff on duty. From discuss with the manager , we consider that the home is able to provide a service to meet the needs of individual service users of various religious, racial or cultural needs. Care Homes for Older People Page 13 of 27 Evidence: Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users are encouraged to make choices and to remain as independent for as long as possible. There is a range of activities provided to meet the social needs of service users. Service users are provide with a varied, wholesome and nutritious diet. Evidence: Information about weekly activities are displayed on notice boards in the home. An enthusiastic part time activity organiser has been appointed since the last inspection and works in the home each Monday, Wednesday and Thursday. All service users have a social activity and plan in place. Two surveys completed by service users stated that there were always activities arranged by the home that they could take part in, four surveys stated that usually there were activities arranged by the home that they would take part in. Comments made by service users included I particularly enjoy the art classes and poetry reading and Very good activities provided. Many of the service users are able to arrange their own activities and are able to access community resources independently. Care Homes for Older People Page 15 of 27 Evidence: Service user meetings take place every three months, these are chaired by the manager and minutes of the meetings are displayed in the home. Many of the service users have friends and family members who are able to visit on a regular basis. Service users are encouraged to maintain contact, as far as possible, with the local community and established links. Several young people, undertaking the Duke of Edinburgh Award, visit the home each week to assist with activities and hobbies. Service users said that their friends and family members were always made welcome in the home and always offered refreshments. Religious ministers visit the home and a member of the local clergy hold a service of Worship, every Sunday evening for those wishing to attend. We were able to join service users in the communal dining room for the midday meal. Tables were laid with napkins and condiments. Discreet clothing protection was provided. The days menu was displayed and service users confirmed that there was always a choice of meals. Menus evidenced that a varied,wholesome and nutritious diet is provided. At the time of this visit, none of the service users required a special diet. The meal was hot, tasty and attractively served. Staff were observed assisting service users in a quiet, discreet and dignified manner. Five surveys completed by service users confirmed that they Always liked the meals at the home, one service user survey stated that usually they liked the meals at the home. Comments made included Menu very varied and gives good balanced choices, The quality and choice is to a very good standard. Care Homes for Older People Page 16 of 27 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. Service users are confident that any concerns or complaints would be taken seriously, listened to and acted upon. The manager has updated the procedures for recording all complaints received. Policies and procedures are in place to protect service users from abuse. The manager has updated the homes whistle blowing policy. Evidence: The home has a clear, detailed complaints procedure in place and this is displayed in the entrance hall of the home. Letters of appreciation from service users and relatives are displayed in a book in the entrance hall. One written complaint has been received by the home in the last twelve months. The manager confirmed that verbal complaints are not currently recorded as these are dealt with immediately. Following a discussion, the manager agreed that in future all complaints whether received verbally or in writing will be recorded. Following the inspection we received written confirmation that a complaints file had been set up and divided into monthly sections and will include the complaint, action taken and the outcome. All service users who completed a survey confirmed that they knew how to make a complaint. Service users spoken to said that they were aware of the homes complaints procedure and were confident that their complaint or concern would be listened to, taken seriously and addressed. The home has a open door policy and the manager confirmed that she sees complaints as a Care Homes for Older People Page 17 of 27 Evidence: useful monitoring tool. Since the last inspection, we have not received any information regarding complaints about this service. All staff receive training in the homes policies and procedures for protecting service users from abuse. Currently the majority have completed training in adult protection procedures and the remaining staff are on a waiting list for training. The homes whistle blowing policy needed developing and following the inspection we received an updated copy of the whistle blowing policy. No safeguarding adult referrals or safeguarding adult investigations have taken place since the last inspection. No referrals have been made for inclusion on the POVA (Protection of Vulnerable Adults) list. The home has a copy of the Oxfordshire safeguarding adults procedures and staff were familiar with the process of reporting safeguarding concerns. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides safe, well maintained and spacious accommodation. The layout and location of the building is suitable for its stated purpose. Service users expressed their satisfaction of the premises, facilities, garden and proximity to community resources. The home was seen to be clean, well maintained and free from unpleasant odours. Evidence: The location and layout of the building is suitable for its stated purpose. service users expressed their satisfaction of the premises, facilities, garden and proximity to a wide range of shops and community resources. The home is maintained to a high standard. Since the last inspection there has been the construction of a new entrance that includes automatic doors and improved wheelchair access. All service user bedroom doors have been fitted with free swing doors to allow doors to be in any position between open and closed and close automatically in the event of a fire. The home employs an maintenance person who very diligently maintains the internal and external areas of the building to a high standard. The home has a redecoration plan in place. During the next twelve months building plans in preparation of phrase two of the Care Homes for Older People Page 19 of 27 Evidence: homes refurbishment will be reviewed to ensure that any new development meets the needs of the service users in future. At the last inspection a good practice recommendation was made that pedal bins should be used to maximise infection control measures in areas such as bathrooms. This has been actioned. All areas of the home were seen to be clean, well maintained and free from unpleasant odours. This was confirmed in discussion with service users or completed surveys. From discussion with housekeeping staff, it was evident that they take pride in maintaining high standards of cleanliness throughout the home. 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 their duties. Care Homes for Older People Page 20 of 27 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. Staff recruitment procedures are well organised and protect service users from possible harm. Staffing levels appear adequate to meet the needs of the service users. Staff are well trained and are able to carry out their duties with confidence. Service users benefit from a low turnover of staff. Evidence: From discuss with the manager, staff on duty, direct observation and examination of duty rosters, staffing levels appear to be adequate to meet the needs of the current service users. There are currently no staff vacancies. However, following the inspection and discussion with staff, the manager is to recruit an additional domestic/ laundry assistant to work week ends. Service user confirmed that there are always staff available, when needed. One service user commented Staff are willing to take time to talk to relatives. The home encourages staff to take NVQ ( national vocational qualification) training, over 50 per cent of care staff have completed the training and the remaining care staff are either undertaking the training or have applied to commence training in the near future. The home has one NVQ assessor in post. From examination of three staff files, recruitment processes are well organised and all Care Homes for Older People Page 21 of 27 Evidence: appropriate checks are in place. Service users benefit from a low turnover of staff. All members of staff undertake induction training, appropriate to their role once in post and complete mandatory training courses and specialist training as required. At the last inspection a good practice recommendation was made that the manager should undertake an audit of care staff training to make sure that sufficient staff members have the appropriate skills and knowledge. This has been actioned. There is a staff training and development plan in place and it was evidenced that regular updating of training is provided to all staff. Staff on duty confirmed that they had received relevant training for their role and this gave them confidence to carry out their duties effectively. Staff spoken to during the inspection expressed their satisfaction of working in the home, felt working conditions were good, felt well supported by the manager, Jenny Timbrell and were positive about the their contribution to the daily lives of the service users. Communication systems are well organised, with staff handovers taking place at the start of each shift. We sat in on a handover, which was presented by the senior care assistant on day duty to the manager. The handover was detailed and included progress on each service users and was presented in a professional manner. Staff meetings are held once yearly and the manager was asked to review the frequency of these. Staff morale appeared to be good. All staff were observed to be professional in their approach to service users, colleagues and visitors to the home. Following the inspection we received an action plan from the manager, confirming that application forms have been reviewed and updated to include the applicants full employment history from leaving full time education. Care Homes for Older People Page 22 of 27 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. Service users benefit from a well managed home. Evidence: The home is run by an experienced and well qualified manager. She is supported by a full time administrator and six senior care assistants. In discussion with service users, a relative, staff on duty and a visiting GP all expressed the opinion that the home was well managed and run in the best interests of the service users. Comments made by members of staff included Jenny is fair, but firm, Approachable, supportive and expects high standards. Comments made by service users included The manager and staff are always prepared to listen, I only need to go to the office, if I have a question, Most of the staff are very attentive. Many service users commented that the manager was always available and actively spent time each day, talking to service users and their families. Her presence in the home is valued by service users. Procedures are in place for dealing with service users monies held in safekeeping. Care Homes for Older People Page 23 of 27 Evidence: Following the inspection the manager sent us written confirmation that individual cash record sheets have been developed and an example of the revised recording sheet was sent to us. It was not evidenced that all staff receive formal 1-1 supervision at least six times per year. However, staff did confirm that regular group supervision takes place and all staff spoken to said that they felt well supported. Currently only the manager and one senior care assistant have received supervisory training and it was acknowledges that all senior care assistants need to receive appropriate supervisory training before undertaking this task. Following the inspection the manager sent us written confirmation as to the action she is to take including the supervisory skills training for senior care staff. Staff meetings are held informally on a regular basis and formally once a year. The manager agreed to review the frequency of staff meetings and make available the meeting agenda and minutes of each meeting for quality assurance purposes. Policies and procedures are in place and are reviewed on a regular basis as necessary. The manager meets regularly with the Board of Trustees to discuss the running of the home and is well supported by the members of the Board. The Board has responsibility for the homes overall financial management. A report written by a member of the Board on behalf of the provider, following an unannounced visit to the home each month, were available for examination. Quality assurance systems are in place and the manager undertakes regular audits. Evidence was available to demonstrate that the views of service users are obtained to measure the homes success in meeting the aims, objectives and statement of purpose. A sample of records required to be maintained and available in the home including records relating to fire, health, safety and welfare were available in the home and seen to be well maintained and up to date. Care Homes for Older People Page 24 of 27 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 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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 CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!