Care Home: Abbeyfield Lear House

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What the care home does well Service users` care needs are assessed before they move into the home to ensure they receive the care and support they need. A plan of care provided to each service user is in place. Service users` general welfare is monitored daily and staff seek advice from health care professionals as required. The service user surveys returned to us indicated they always receive the necessary care and medical support. One of the service user surveys returned to us noted `I have been a resident for almost 26 years and have enjoyed all of my time in Abbeyfield. I am very well looked after and have a lovely room. The food is excellent, a varied menu is served well. Staff are excellent in all ways. Very caring and helpful. I consider myself a very lucky person to be so well looked after`. One service user spoken to during the visit said `I am very happy living at the home, the staff are always lovely`. Systems are in place for the administration of service users` medication. Staff who administer medication are trained in this area of care so they are aware of their responsibilities and know how to work safely. Staff spoken to during the visit demonstrated an understanding of how they ensure service users are treated with respect. One of the service users spoken to during the visit said `The staff are always very discreet when they help me with my personal care`. One of the service user surveys returned to us noted when asked what does the home do well, `Full care over 24 hours, treated kindly and with respect`. A range of group and individual social activities is provided. This gives service users an opportunity to meet the other people living in the home and prevents them from becoming bored. Most of the service users said they enjoy the meals. One service user said `The food is lovely`. Another service user said `The food is not so good it can be a little boring`. Most of the service user surveys indicated they always enjoy the meals provided. One survey returned to us noted `The meals are excellent`. A complaint procedure is available to service users and their relatives so they know what to do if they are unhappy with the standard of care they receive. We have not received any complaints about the service provided at Lear House. None of the service users spoken to during the visit had any complaints to make. They only praised the staff for their hard work and kind and caring nature. The manager is clear on the action that must be taken in the event of an allegation of abuse being made. We have not received any safeguarding issues about this home. One of the service users spoken to during the visit said `The staff are all lovely`. Another service user said `I have never been spoken to or treated badly in any way`. The home is extremely well maintained and provides a comfortable, homely and safe environment the service users to live. The home is set in mature well maintained grounds. There is a pleasant seating area at the front of the home with a sensory garden. At the back of the home there is a large patio area with raised flower beds, a pond and a summer house. Handrails and good footings are provided to ensure service users` safety. There are sufficient staff care staff on duty to keep service users safe and provide the necessary support. There is ongoing training to support staff in their role and keep them up to date with new ways of working. The manager is qualified, competent and experienced to run the home for the service users` best interest. Thorough quality assurance systems are in place to ensure the efficient and effective running of the service. Regular relative/carer meetings take place. Staff are supervised and supported and policies and procedures are regularly updated. When asked what does the home do well, one service user survey noted `The staff are gentle, cheery and caring. The food is good, the accommodation is clean and there is flexibility in meeting individuals` needs`. What has improved since the last inspection? Since the last inspection improvements have been made to the care planning documentation. A separate lounge and dining room is now provided which improves this area. What the care home could do better: More detailed information needs to be included in the risk assessments to ensure staff have all the information they need on how to minimise the risk of accidents happening. Key inspection report Care homes for older people Name: Address: Abbeyfield Lear House Darmonds Green West Kirby Wirral CH48 5DT     The quality rating for this care home is:   three star excellent 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: Ingerbritt Moynihan     Date: 3 0 0 3 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 23 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 23 Information about the care home Name of care home: Address: Abbeyfield Lear House Darmonds Green West Kirby Wirral CH48 5DT 01516251883 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Abbeyfield Hoylake and West Kirby Limited care home 24 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The registered person may provide the following category of service only: Care home only - Code PC To service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP The maximum number of service users who can be accommodated is: 24 Date of last inspection Brief description of the care home Lear House was first registered in 1984. The home is owned and managed by The Abbeyfield Society and provides accommodation for 24 service users in a large detached house in its own grounds. The home is close to local facilities including shops, leisure centre, library, churches, and public transport including bus and train services. The home provides single accommodation with en-suite facilities consisting of a toilet and washbasin. There is one lounge/dining room and two further lounges one on the ground floor and another on the first floor. A seating area is also provided in the former entrance hall. The home is furnished and decorated to a high standard throughout. There is a passenger lift, which accesses the bedrooms on the first floor. Care Homes for Older People Page 4 of 23 0 Over 65 24 Brief description of the care home There are four bedrooms, which are accessed by four stairs. All corridors have handrails. There is a level access to the front and rear gardens. All the grounds are well maintained with mature trees, shrubs and flowerbeds. The garden room opens directly on to the garden where there is an ornamental fishpond, benches and other garden furniture. There is parking space for twenty cars within the grounds of the home. Care Homes for Older People Page 5 of 23 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: Information about the home was obtained through discussion with the manager and members of the staff team. Policies, procedures and supporting documentation were also looked at along with a selection of service users case files. We also obtained information from the Annual Quality Assurance Assessment (AQAA). The AQAA if a self assessment document that is filled in once a year by all providers. It is one of the ways that we get information from providers about how they are meeting outcomes for people using the service. A part of the inspection process includes sending surveys to service users and staff in order to obtain their views on the standard of the service provided. Five staff surveys and six service user surveys were returned to us. Comments made in these surveys are included in the report and contribute to the basis of any judgments made. Care Homes for Older People Page 6 of 23 What the care home does well: Service users care needs are assessed before they move into the home to ensure they receive the care and support they need. A plan of care provided to each service user is in place. Service users general welfare is monitored daily and staff seek advice from health care professionals as required. The service user surveys returned to us indicated they always receive the necessary care and medical support. One of the service user surveys returned to us noted I have been a resident for almost 26 years and have enjoyed all of my time in Abbeyfield. I am very well looked after and have a lovely room. The food is excellent, a varied menu is served well. Staff are excellent in all ways. Very caring and helpful. I consider myself a very lucky person to be so well looked after. One service user spoken to during the visit said I am very happy living at the home, the staff are always lovely. Systems are in place for the administration of service users medication. Staff who administer medication are trained in this area of care so they are aware of their responsibilities and know how to work safely. Staff spoken to during the visit demonstrated an understanding of how they ensure service users are treated with respect. One of the service users spoken to during the visit said The staff are always very discreet when they help me with my personal care. One of the service user surveys returned to us noted when asked what does the home do well, Full care over 24 hours, treated kindly and with respect. A range of group and individual social activities is provided. This gives service users an opportunity to meet the other people living in the home and prevents them from becoming bored. Most of the service users said they enjoy the meals. One service user said The food is lovely. Another service user said The food is not so good it can be a little boring. Most of the service user surveys indicated they always enjoy the meals provided. One survey returned to us noted The meals are excellent. A complaint procedure is available to service users and their relatives so they know what to do if they are unhappy with the standard of care they receive. We have not received any complaints about the service provided at Lear House. None of the service users spoken to during the visit had any complaints to make. They only praised the staff for their hard work and kind and caring nature. The manager is clear on the action that must be taken in the event of an allegation of abuse being made. We have not received any safeguarding issues about this home. One of the service users spoken to during the visit said The staff are all lovely. Another service user said I have never been spoken to or treated badly in any way. The home is extremely well maintained and provides a comfortable, homely and safe environment the service users to live. The home is set in mature well maintained grounds. There is a pleasant seating area at the front of the home with a sensory garden. At the back of the home there is a large patio area with raised flower beds, a pond and a summer house. Handrails and good footings are provided to ensure service Care Homes for Older People Page 7 of 23 users safety. There are sufficient staff care staff on duty to keep service users safe and provide the necessary support. There is ongoing training to support staff in their role and keep them up to date with new ways of working. The manager is qualified, competent and experienced to run the home for the service users best interest. Thorough quality assurance systems are in place to ensure the efficient and effective running of the service. Regular relative/carer meetings take place. Staff are supervised and supported and policies and procedures are regularly updated. When asked what does the home do well, one service user survey noted The staff are gentle, cheery and caring. The food is good, the accommodation is clean and there is flexibility in meeting individuals needs. What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 23 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 23 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. Service users care needs are assessed before a service is offered so they know they will receive the care and support they need. Evidence: Service users care needs are assessed before they move into the home. Service users, their family and any relevant health care professional can contributed to the assessment to ensure the staff have all information they need on how to provide the right level of care. Care Homes for Older People Page 10 of 23 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. Service users personal care needs are met and they are treated with respect and valued as individuals. Evidence: A plan of the care provided to each service user is in place. Service users general welfare is monitored daily and staff seek advice from health care professionals as required. The care plans cover a range of issues relating to equality and diversity including service users religion, age and disability. To ensure service users safety and welfare, a range of risk assessment have been completed. The manager agreed that more detailed information needs to be recorded in the risk assessments to ensure staff have all the information they need on how to minimise the risk of accidents happening. The staff surveys returned to us indicated they are always given up to date information about the needs of the people they support. The service user surveys returned to us indicated they always receive the care and support they need and their medical care needs are met. One of the service user surveys returned to us noted I have been resident for almost 26 years and have enjoyed all of my time in Abbeyfield. I am very well looked after and have a lovely room. The food is excellent and a varied Care Homes for Older People Page 11 of 23 Evidence: menu is served well. Staff are excellent in all ways. Very caring and helpful. I consider myself a very lucky person to be so well looked after. Another survey noted There is a nice atmosphere on entering the home. The staff are friendly and always approachable. The service users spoken to during the visit said they were very happy with the care and support they receive. One service user said I am very happy living at the home, the staff are always lovely. Another service user said Nothing is ever any trouble to the girls. Systems are in place for the administration of service users medication. Appropriate facilities are provided for the safe storage of medication and supporting policies and procedures are available to staff should they need clarification on specific issues. The medication administration record sheets were accurately maintained. Staff who administer medication are trained in this area of care so they are aware of their responsibilities and know how to work safely. Staff spoken to during the visit demonstrated an understanding of how they must ensure service users are treated with respect and their right to privacy is upheld. One of the service users spoken to during the visit said The staff are always very discreet when they help me with my personal care. One of the service user surveys returned to us noted when asked what does the home do well, Full care over 24 hours, treated kindly and with respect. Care Homes for Older People Page 12 of 23 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. The homes routines are flexible and service users are helped to exercise choice and control in their lives. Evidence: A range of group and individual social activities are provided. This gives service users an opportunity to meet the other people living in the home and prevents them from becoming bored. These activities include day trips out, reminiscence groups, outside entertainers board games and quizzes. The home has a computer and small library. The local mobile library, which has a selection of talking books, regularly visits the home. Volunteers visit home regularly to support social activities. On the day of the visit the staff had organised an Easter bonnet parade. Service users are involved in the local community through their health care and the use of community facilities such as the local church. Relatives and friends can visit at any time which means service users can maintain personal relationships. A representatives from the local church visits regularly to give communion and an interdenominational service takes place each month. Most of the service users said they enjoy the meals. One service user said The food is Care Homes for Older People Page 13 of 23 Evidence: lovely. Another service user said The food is not so good it can be a little boring. Most of the service user surveys indicated they always enjoy the meals provided. One of the surveys noted The meals are excellent. An assessment of service users dietary requirements is carried out when they first move into the home to ensure they receive the meals they enjoy. A varied menu is in place and a choice is offered at all mealtimes. Some changes have been made to the layout of the lounge/dining room. This has resulted in a much larger dining room being provided. Lunchtime was relaxed and informal and there were plenty of staff on hand to help service users with their meals. Care Homes for Older People Page 14 of 23 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. Systems are in place to ensure service users are protected from abuse. Evidence: A complaint procedure is available to service users and their relatives so they know what to do if they are unhappy with the standard of care they receive. We have not received any complaints about the service provided as Lear house. None of the service users spoken to during the visit had any complaints to make. They only praised the staff for their hard work and kind and caring nature. The home has not received any complaints in the last two years. Staff are clear on the action they should take in the event of them receiving a complaint. This ensures complaints are managed and investigated correctly. The service user surveys returned to us indicated they know who to speak to informally if they are unhappy and they know how to make a formal complaint. The manager is clear on the action that must be taken in the event of an allegation of abuse being made. A copy of the Wirral adult protection procedure is in place to ensure safeguarding issues are managed correctly. A whistleblowing procedure is in place so that staff can raise concerns anonymously. Staff have completed training in this area of care and during discussion they demonstrated a basic understanding of the different types of abuse that can occur and the action they must take in the event of an allegation of abuse being made. We have not received any safeguarding issues about the home. One of the service users spoken to during the visit said The staff are Care Homes for Older People Page 15 of 23 Evidence: all lovely. Another service user said I have never been spoken to or treated badly in any way. Care Homes for Older People Page 16 of 23 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The building is maintained to a high standard and provides a comfortable and homely environment for service users to live. Evidence: The home is extremely well maintained and provides a comfortable, homely and safe environment for the service users to live. The premises are secure, bright and airy. A programme of refurbishments is in place to ensure these standards are maintained. The size of the bedrooms vary and all have en suite facilities. The bedrooms are bright and service users have personalised their rooms with their own belongings. Changes have been made to the lounge/dining room. A separate lounge has been built which means the dining room is now much more spacious. The new lounge is a lovely bright and airy room. New furniture and coffee tables have been purchased. The home is set in mature well maintained grounds. There is a pleasant seating area at the front of the home with a sensory garden. At the back of the home is a large patio area with raised flower beds, a pond and a summer house. Handrails and good footings are provided to ensure service users safety. Care Homes for Older People Page 17 of 23 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The recruitment and selection procedures ensure suitably qualified and competent staff are employed. Evidence: The staff spoken to during the visit reported there are sufficient care staff on duty to keep service users safe and provide the necessary support. The staff surveys returned to us indicated there are always staff available when needed. Since the last inspection additional staff have been provided to support service users increased care needs. Staff recruitment procedures ensure suitably qualified and competent staff are employed. New staff are only allowed to start working at the home following completion of a satisfactory police check. There is training to the National Vocational Qualification standards which is a recognised qualification for staff involved in the healthcare profession. Staff are provided with regular ongoing training to support them in their role and keep them up to date with new ways of working. The manager has also planned additional training for the forthcoming year. Newly appointed staff receive induction training which means they are clear on the responsibilities and know what is expected of them. Staff surveys returned to us indicated their induction training covered everything they needed to know to do their job when they started. Care Homes for Older People Page 18 of 23 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The management systems ensure the home is run efficiently and for service users best interest. Evidence: The manager is qualified, competent and experienced to run the home for the service users best interest. She has undertaken periodic training to update her knowledge and skills of the management of the home. The management structure reflects the size of the home and there are clear lines of accountability within the staff structure. Staff spoken to during the visit said the manager is always available support and advice. Thorough quality assurance systems are in place to ensure the efficient and effective running of the service. This includes monitoring and supporting staff, reviewing administrative systems and consulting with service users and their carers about the standard of the service. The home has an allocated house chairman who also monitors the standard of care. Regular meetings take place to keep service users and their Care Homes for Older People Page 19 of 23 Evidence: relatives informed about the way the home is running and any future developments. Service users and relatives are surveyed for their opinions of the service. A selection of these surveys were look at during the visit and only positive comments were made about the way the home is managed. The manager communicates a clear sense of direction and leadership so that staff are aware of their responsibilities and know how to maintain high standards of care. When asked what does they do well, one service user survey noted The staff are gentle, cheery and caring. The food is good, the accommodation is clean and there is flexibility in meeting individuals needs. The manager does not handle service users money. The staff surveys returned to us indicated the manager gives them enough support and meets with them regularly to discuss how they are working. This provides staff with formal support and gives them an opportunity to develop their role. The staff spoken to during the visit said they enjoy their work and feel well supported in their role. The health, safety and welfare of service users and staff are promoted through the provision of staff training, supporting policies and procedures and regular health and safety checks around the building. Care Homes for Older People Page 20 of 23 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 21 of 23 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 7 15 More detailed information must be recorded in the risk assessments. This will ensure staff have all the information they need on how to keep the service users safe from the risk of harm. 31/05/2010 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 22 of 23 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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