Care Home: Birchwood House Rest Home

Similar services:

• The Shelley
• Springfield House
• Sutton Lodge Nursing Home
• St Helier`s Residential Hotel
• St Joseph`s
• Ridgemount
• Wingham Court
• Old Hastings House

What the care home does well Residents say they enjoy living at Birchwood House and are happy there. Their comments include: "I have nothing to complain about" and "They look after me well". There is an open and friendly atmosphere with good interaction between residents, staff and visitors. Information about the home is easily accessible and staff are good at helping residents to settle in. Residents tell us the home provides a comfortable environment in which to live. Personal health care needs are well supported and residents` individual preferences are catered for where practicable. There is some encouragement for residents to partake in activities suited to their preferences and capabilities. The home uses robust recruitment processes to help ensure only appropriate people work there and staff are encouraged to undertake training. Residents and their representatives are regularly asked for their views about the home. What has improved since the last inspection? The care plans are being improved so staff can more easily identify residents` individual needs and know how they are to be met. Daily records of care are more informative and give clearer evidence of monitoring residents` welfare. Parts of the home, especially the communal areas, have been redecorated and refurbished to make it a more comfortable, attractive and safer place in which to live. Safer access to the garden is being provided. Improved laundry facilities make it easier to maintain infection control. Staff morale is better, making Birchwood House a happier place in which to be. What the care home could do better: One requirement is made as a result of this inspection. It is a legal requirement to appoint a person who has the qualifications, skills and experience necessary for managing the care home and who is to be registered. The risk assessments for outings should be recorded to better show how residents and staff are safeguarded at these times. The alternative arrangements for the storage of medicines that are under consideration and would more fully comply with good practice guidelines should be implemented. This would better protect people at the home.Staff should more consistently prioritize cleaning to maintain infection control measures and to keep the environment pleasant. It is recommended the system of designating a person in charge for each shift be extended to the night shifts to give clear lines of accountability at all times. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Birchwood House Rest Home Stockland Green Road Speldhurst Tunbridge Wells Kent TN3 0TU     The quality rating for this care home is:   two star good 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: Gary Bartlett     Date: 2 1 0 7 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 0870 240 7535 (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: Birchwood House Rest Home Stockland Green Road Speldhurst Tunbridge Wells Kent TN3 0TU 01892863559 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Malvirt Ltd care home 38 Number of places (if applicable): Under 65 Over 65 38 old age, not falling within any other category Additional conditions: 0 The maximum number of service users to be accommodated is 38 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 Birchwood House provides accommodation for up to 38 older people. The house is a detached property with accommodation on four floors, standing in its own large landscaped grounds. There is a shaft lift to all floors in the main house and a stair lift to the three rooms in the annex. A few rooms require access up stairs. All bedrooms have en suite facilities with WC, call points and TV points. Many rooms have telephone points. Communal facilities include two lounges, a conservatory and dining room on the ground floor with a smaller lounge on the first floor. The home provides 24 hour care staff cover and ancillary staff are employed for Care Homes for Older People Page 4 of 27 Brief description of the care home cleaning, cooking and maintenance. The home is located in a rural area on the outskirts of a small village. The nearest public transport, pub, church and post office are approximately one mile away. There is car parking to the front of the premises. There is no designated guest room but if a room is free, arrangements can be made for guests to stay overnight. A domiciliary care service is run from offices in the house. The fees range from £342 to £850 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: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This key unannounced inspection was conducted by Gary Bartlett, Regulatory Inspector, who was in Birchwood House from 8.30 a.m. until 4.15 p.m. During that time the Inspector spoke with some residents, the proprietor Mr. Patel, the Manager and some staff. Parts of the home and some records were inspected and care practices observed. The Manager had completed an Annual Quality Assurance Assessment, from which information was used to inform the inspection process. We received a number of completed surveys prior to our site visit. Sixteen were from residents and their relatives, 8 from staff and 5 from health care professionals. They Care Homes for Older People Page 6 of 27 indicate good standards of care and overall satisfaction with the service. Comments made include: I have been impressed with the care I have witnessed, Communicates well, Good atmosphere at the home, Patient centered and Looks after residents very well. Other comments are quoted in the body of the report. The Care Homes Regulations 2001 and the National Minimum Standards for Care Homes for Older People refer to people who use the service as service users. People living at Birchwood House prefer to be referred to as residents. Accordingly this shall be done in the text of this report. The Inspector would like to thank everyone involved for their contribution to the inspection. What the care home does well: What has improved since the last inspection? What they could do better: One requirement is made as a result of this inspection. It is a legal requirement to appoint a person who has the qualifications, skills and experience necessary for managing the care home and who is to be registered. The risk assessments for outings should be recorded to better show how residents and staff are safeguarded at these times. The alternative arrangements for the storage of medicines that are under consideration and would more fully comply with good practice guidelines should be implemented. This would better protect people at the home. Care Homes for Older People Page 8 of 27 Staff should more consistently prioritize cleaning to maintain infection control measures and to keep the environment pleasant. It is recommended the system of designating a person in charge for each shift be extended to the night shifts to give clear lines of accountability at all times. 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 –0870 240 7535. Care Homes for Older People Page 9 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 10 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents can be confident that they are appropriately placed due to good pre admission assessment procedures and benefit from being able to visit the home prior to admission. Evidence: Birchwood House has policies and procedures to follow when assessing and admitting a resident to the home. The assessment process includes recording the findings of the assessment, the detail of which then informs the initial care plan. The forms seen included facilities for the assessments of personal support, health care needs, religious and cultural needs and social interests. The Manager said that, where possible, they visit the person at their home or in hospital and also get information from families, advocates, and relevant health care professionals. Emergency admissions can be accepted, in which case, the Manager said, a full Care Homes for Older People Page 11 of 27 Evidence: assessment is completed within the first week of the persons stay at the home. Residents said they or their families had been able to visit Birchwood House before moving in and staff were very helpful in assisting them to settle in. Each of the four residents files seen had a contract. The proprietor, Mr. Patel, explained that he writes to residents or their relatives when there is a review of fees. These letters should make it clear that they are to be regarded as an update of the contract. The home does not offer intermediate care. Care Homes for Older People Page 12 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents personal health needs are assessed and maintained through their individual care plans and with good liaison with relevant health care professionals. Evidence: Each resident has a care plan and four were inspected in detail. They are up to date and regularly reviewed. The care plans give staff the information they need to know to meet residents needs and include the residents preferred ways for this to be done. This includes getting up in the mornings, personal hygiene arrangements, meals and bedtimes. Since the last inspection, night care plans have been written. The Manager said she is intending to develop the part about equality and diversity and to streamline the care plans to avoid duplication of records. This will make important information easier to find. Discussion with staff clearly shows they are aware of the type and nature of the support required for individuals care needs. Care Homes for Older People Page 13 of 27 Evidence: Most of the daily records seen are detailed and of a generally good quality. The Manager has devised a daily report sheet which will help ensure more consistency in the standard of daily records. It is to be put into use in the near future. The home has a good working relationship with the local health care professionals. This assists in supporting residents in their health care needs. Staff spoken with generally have a good understanding of getting a balance between perceived risks and promoting independence. Risk assessments are being written or reviewed in response to incidents and accidents. The Manager agreed to record the risk assessments for outings to better safeguard residents and staff. Records show that staff administering medications have been trained and signed off as being competent to do so. Medicines were seen to be given in accordance with good practice guidelines. The Medication Record Administration Record (MAR) sheets inspected had been completed appropriately. The medicines room is clean and adequately maintained but does not have hand washing facilities and is not large enough to accommodate the medicines refrigerator which is kept elsewhere. We discussed possible alternative arrangements for the storage of medicines and it is recommended this be acted on to more fully comply with good practice guidelines. Residents say staff are polite and kind; this was confirmed by observation. 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. Residents are able to exercise choice and control over their daily lives as far as is practicable and to maintain links with friends and relatives. Residents enjoy the meals which are of good quality. Evidence: Discussion with residents and staff show that the routines of the home are planned around the residents individual needs and wishes as far as is practicable. Birchwood House encourages residents to take control of their life and be as actively involved in the running of the home as they wish. The atmosphere is comfortable and relaxed. Residents say they have the confidence to discuss and comment where improvements can be made. They say that the owner is generally available to talk with. Mr Patel said he takes residents feedback seriously and makes changes where possible, which enables them to enjoy a better quality of life. An activities coordinator regularly visits the home. Residents say they very much enjoy her sessions. The home has also recently appointed a new designated activity coordinator to work two afternoons a week to meet the residents social and Care Homes for Older People Page 15 of 27 Evidence: recreational needs. This will be appreciated by some, as 4 of the 16 residents surveys returned to us indicate they would like more activities. Another survey completed by a resident includes the comment There seems to be a real attempt to get more activities and outings for the residents which is good. The home has written a programme of outings for the summer. This was done in consultation with the residents. Transport is hired from Compaid and enables wheelchair users to participate. Residents wishes in respect of any religious observances are ascertained at time of admission. If residents have strong spiritual or cultural beliefs the home supports them in meeting these. Mr Patel said residents are encouraged to take responsibility for their own financial affairs and to use their money as they wish. Where a resident can no longer manage their own money, family or an advocate will be used. People can choose to bring personal effects with them on admission to the home and are encouraged to keep personal items that are important to them in their bedrooms. Surveys say visitors feel welcome and can visit at any reasonable time. The visitors book records regular visits by families, friends and others. The design of Birchwood House provides seating areas within various communal areas where residents can entertain their visitors, in addition to the privacy of their own room. Meal times are set for practical reasons but can be flexible to accommodate residents needs as necessary. Residents are complementary of the food served and say their tastes are met as best possible with a choice of menu always being offered. The meals are generous in portions and look appetising. Mealtimes are relaxed, staff are patient and helpful and allow residents the time they need to finish their meal comfortably. Hot and cold drinks are available through out the day, as well as snacks. A survey competed by a resident includes the statement Birchwood House really care for their residents especially the food, its really good and nourishing. A relatives survey included the comment The food that the chefs cook is excellent and my mother has put on weight in the past year which is a good sign. 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. Residents and their relatives know their complaints are listened to and acted on. There are systems to protect residents from abuse. Evidence: People living at the home say they feel safe and well supported. They feel confident they are listened to and any necessary action is taken. The complaints procedure is readily available to people who use the service. This is currently being updated to inform residents they can refer any complaints to their Care Manager if they have one. The Home keeps a record of all complaints received by them, the result of the investigation and how the complaint has been resolved. Records show the home has not received any complaints in the last twelve months and the Commission has not directly received any information regarding complaints about the home since the last inspection. The Manager understands the homes responsibility to enable residents to exercise their legal rights and is ensuring they are all able to vote in elections should they so wish. She is aware of the assessments that need to be done in respect of Deprivation of Liberty Safeguards and is trying to obtain training in the Mental Capacity Act. Care Homes for Older People Page 17 of 27 Evidence: There are procedures for responding to suspicion or evidence of abuse or neglect to help ensure the safety and protection of residents. The staff members spoken with have a sound understanding of safeguarding vulnerable adults procedures and of the need to be mindful of individuals needs. The Manager stated any allegation of abuse would be referred to the concerned agencies without delay. There have not been any safeguarding alerts in the last twelve months. 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. Birchwood House provides a homely environment and comfortable place in which to live. Evidence: Birchwood House is a grand building with some imposing rooms set within extensive grounds in a rural area. Residents say they find it a comfortable place in which to live. It has been used as a care home for many years with various additions being made. All floors are served by a shaft lift except for the annexe, which is accessed via a stair-lift. The lounge, dining room and conservatory provide an outlook over the garden. The garden is large and residents enjoy using it in more clement weather. This will be easier and safer for them when the patio area is re surfaced and additional hand rails provided by the steps in the near future. In the house, some areas have been redecorated and refurbished since the last inspection as part of an ongoing program. This includes communal areas and some bedrooms and has much improved the homes appearance. Mr. Patel stated the cracked windows and broken window frames are due to be repaired or replaced. Residents say they find the home comfortable and can find their way around easily. Several made favourable comments about the new piano and large screen television in the lounge. All bedrooms are being fitted with new television points and the whole Care Homes for Older People Page 19 of 27 Evidence: house will be digital ready very soon. Most bedrooms reflect residents individual tastes and have items of their personal furniture. The home is generally clean, but some staff had to be reminded of the need to prioritize cleaning to maintain infection control measures and to keep the environment pleasant. The Manager agreed to take immediate action in regard to these issues. Accordingly, we did not issue an Immediate Requirement Notice. The laundry room is being well maintained. It has been enhanced with new work surfaces, washing machine and tumble dryer. Although the laundry room is small, staff are managing to effectively separate soiled and clean laundry. Staff say the bathing and toileting facilities are adequate. The temperature of the hot water was tested by hand at several outlets and found to be safe. The Manager stated there are regular environmental checks. 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. Recruitment processes are robust and offer protection to people living at the Home. Training is available to the staff so they have the skills to meet the needs of the residents. Evidence: Residents and their relatives speak highly of the staff and of the care given. Comments made include: It has a friendly atmosphere and the staff do seem to genuinely care for my mother, The staff are very kind, friendly and caring, The home looks after our general well being and the staff are friendly and kind. The last few months have seen some changes in the staffing personnel of the home. This includes the management team, some Team Leaders and care staff. There is now less dependency on the use of agency staff. The Manager acknowledges the need for there to always be experienced staff on each shift and is writing the staffing rotas to ensure no shift has a predominance of agency staff on duty. It is recommended the system of designating a person in charge for each shift be extended to the night shifts to give clear lines of accountability at all times. Although registered for 38, the home currently has 21 people living there. Residents Care Homes for Older People Page 21 of 27 Evidence: say there are generally enough staff on duty, who know what they are meant to do, and meet their individual needs in a way they are satisfied with. Records seen show that robust recruitment procedures are used and the home employs only staff that have been properly vetted. People applying to work at the home have to complete an application form, attend an interview, provide references and satisfactory POVA and Criminal Record Bureau (CRB) checks. The files of the most recently recruited staff show that appropriate checks were made prior to them commencing duties. Staff are required to complete the Skills for Care induction programme There is also an induction programme for agency staff to complete on their first shift at the home. The Manager and staff spoke of ongoing training for staff and a training matrix is used to give a management overview of staff training needs. This is currently being updated to include courses attended recently. 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. Birchwood House is being run in the best interests of the people living there. Evidence: There is not a registered Manager currently at Birchwood House. Mr. Patel understands the need for there to be a registered Manager to comply with the Care Standards Act and explained the circumstances that have prevented this from happening. It is anticipated the situation will soon be resolved. The Manager has worked at Birchwood House since May 2008 and has been in the post of Acting Manager since January 2009. Feedback from residents, their relatives and staff indicates overall satisfaction with the current management of the home. Comments in surveys we have received include: The home has improved a lot in the last year. The staff appear to be happier than they were and The acting manager has to a large extent transformed the home for the better. Under her the staff is much more united - she has their loyalty and respect 100 . The atmosphere is relaxed and Care Homes for Older People Page 23 of 27 Evidence: happy. The management is now very creative in its thinking and emphasises all that it does is for the residents. Mr. Patel stated the home does not act as appointee for any resident. They do support one resident with personal spending. Residents and/or their relatives have not expressed concerns in regard to the holding of cash on their behalf. The home has quality assurance processes that include resident and relative surveys. The Manager said it is intended to include health care professionals and Care Managers in future surveys. Resident and relatives meetings are held at 6 monthly intervals. We had sight of the minutes of the most recent meeting held on 18th April 2009. These show that people are comfortable in making suggestions and comments which are given due consideration and, where possible, acted on. Records seen are kept in a manner that maintains confidentiality. The standard of cleanliness in the kitchen and surrounding area is good. The home has been awarded the Borough Councils Gold award for food hygiene. There are records of fire systems checks and fire drills and training and staff spoken with have a sound understanding of emergency procedures. Mr. Patel stated that all records of maintenance and safety checks are up to date. The AQAA shows the home reviews policies and procedures to help ensure they comply with current legislation and good practice advice. These were not inspected on this occasion. 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 1 31 18 The registered person shall 04/09/2009 ensure that the care home is conducted so as to promote and make proper provision for the health and welfare of service users. To comply with Section 11 of the Care Standards Act 2000, the person who manages the home must be registered. An action plan in regard to this must be received by CQC by the given date. 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!