Care Home: Caddington Hall

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What the care home does well All the residents who took part in the inspection are happy in the home. They said that they receive a good quality of care in the home, and the staff treat them well. One person told the Expert by Experience (EBE), "Thank god, it couldn`t be better, couldn`t beat the carers, never hungry and never cold, not seen a long face since I`ve been here." Another person, who was in the home for a short respite stay, said, "They have been ever so good, so friendly, young man will do things for you. Please yourself when get up, lovely to have company, actually I`d like to stay here." The EBE said that his observation of the staff confirmed the views of the residents that they were considerate, helpful and caring. The care staff who we spoke to were enthusiastic about their work, and said that they have a good level of training and support to enable them to meet the needs of the people who live in the home. The home has good procedures for monitoring people`s health needs and for looking after their medication. The people who live in the home are able to make decisions about their lives and the support that they receive. There are residents` meetings where people can discuss any concerns that they have, and make suggestions for improvements in the home. BUPA has a good system for quality assurance that includes asking the people who live in the home for their views. What has improved since the last inspection? There has been a change of manager since the last inspection. The new registered manager was previously manager of another BUPA service. The change of manager resulted in a high turnover of staff, but there is now a stable team of care workers and team leaders in the home. All the new staff have had a thorough induction training, and this includes training in recognising different forms of abuse, and safeguarding the people in the home. The number of staff who have qualifications at NVQ level 2 or above has increased, and there is an expectation that new staff will register for NVQ training when they have completed their induction. There is a new activities organiser, and the range and choice of activities that people can enjoy socially and individually has increased. The home has a new activities room, with a large screen TV for film nights and space for parties and visiting entertainers. What the care home could do better: The home provides a good quality of care for the people who live there. We are confident that the manager and the organisation will continue to be proactive in ensuring that they meet the needs of the people who live in the home. We have made some suggestions for further improvements in the text of this report. We have made only one requirement. In the dementia care units we observed some good interaction between the staff and residents. The staff took time to give each person individual attention. However many of the new staff have had no training indementia care, and some of the staff who we spoke to said that they would like some further training in understanding the needs of people with dementia. Although we observed some good practice, and the staff have a caring attitude to people with dementia, all staff who work with people with dementia must have training in dementia awareness. It would also be good practice for all senior staff to do further training, including qualifications in dementia care. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Caddington Hall Luton Road Markyate Hertfordshire AL3 8QB     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: Claire Farrier     Date: 2 3 0 4 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 26 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 26 Information about the care home Name of care home: Address: Caddington Hall Luton Road Markyate Hertfordshire AL3 8QB 01582840336 01582842335 cornfool@bupa.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): BUPA Care Homes (Bedfordshire) Ltd Name of registered manager (if applicable) Mrs Jacqueline Williams Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home This purpose built home is situated near the village of Markyate, just within the borders of Hertfordshire. The home occupies a secluded position off a country road with no easy access to amenities or public transport. The home was purpose built for Bedfordshire County Council in 1982, and in 1998 the care provider was transferred to Care First (a subsidiary of BUPA). All the beds except five are contracted to Bedfordshire County Council. The home is organised in five units, of which two accommodate people with dementia. All the accommodation is on ground level and all the bedrooms are single. Only one has en-suite facilities. There are extensive grounds that are accessible to residents, Care Homes for Older People Page 4 of 26 care home 42 Over 65 18 42 0 0 Brief description of the care home including a wildlife area and sufficient car parking spaces. The Statement of Purpose and Service Users Guide provide information about the home for referring social workers and prospective clients - this includes the current CSCI inspection report. The current charges range from £385.26 to £700 per week. Care Homes for Older People Page 5 of 26 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: We spent one day at Caddington Hall, and the people who live there and work there did not know that we were coming. The focus of the inspection was to assess all the key standards. Some additional standards were also assessed. An Expert by Experience (EBE) took part in the inspection. The EBE is a person who has experience of the services that the home provides. The EBE met and talked to eight people who live in the home. We spent two hours sitting with people in the areas of the home where the most vulnerable people are looked after. This is called a SOFI - Short Observation For Inspectors. The aim of this is to get an impression of what life is like for the people Care Homes for Older People Page 6 of 26 who live there. We spoke to several people who were visiting the home. We also talked to some of the staff. When we were in the home we looked at the homes records, care plans and staff files, and we made a tour of the premises. We made a return visit two days later to complete the inspection and to talk to the manager about what we had seen during the inspection. The manager sent some information (the Annual Quality Assurance Assessment, or AQAA) about the home to CQC before the inspection, and her assessment of what the service does in each area. Evidence from the AQAA has been included in this report. What the care home does well: What has improved since the last inspection? What they could do better: The home provides a good quality of care for the people who live there. We are confident that the manager and the organisation will continue to be proactive in ensuring that they meet the needs of the people who live in the home. We have made some suggestions for further improvements in the text of this report. We have made only one requirement. In the dementia care units we observed some good interaction between the staff and residents. The staff took time to give each person individual attention. However many of the new staff have had no training in Care Homes for Older People Page 8 of 26 dementia care, and some of the staff who we spoke to said that they would like some further training in understanding the needs of people with dementia. Although we observed some good practice, and the staff have a caring attitude to people with dementia, all staff who work with people with dementia must have training in dementia awareness. It would also be good practice for all senior staff to do further training, including qualifications in dementia care. 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 26 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 26 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. Prospective residents are involved in the choice of the home and in the assessment process. Staff have the knowledge and experience to meet each persons care needs. Evidence: Caddington Hall provides residential care for older people, and for dementia care. At the time of the is inspection one unit had been closed for refurbishment, and there were 31 people living in the home. BUPA has a corporate Statement of Purpose that describes the services that their homes provide, and their philosophy of care. It states, The intrinsic value of the individual should be recognised and their needs and uniqueness respected. Staff should have knowledge and understanding of the whole person taking account of their cultural, religious, ethnic and other needs and norms, including their expectations of privacy and respect. The brochure for people who are considering moving to Caddington Hall describes the services provided by the home, and includes comments from people who live there. It is also available on the BUPA Care Homes for Older People Page 11 of 26 Evidence: website www.bupacarehomes.co.uk. The Annual Quality Assurance Assessment (AQAA) states, We actively encourage enquirers to look at other homes so an informed decision can be made. The AQAA states that a comprehensive pre-admission assessment is done to ensure that the home can meet each persons needs, and this is clarified in the Statement of Purpose. All potential service users need to have their needs thoroughly assessed before entering a Home by an appropriately qualified member of staff from the home; this is intended to provide each service user with the best possible information on which to make an informed choice about their future. We looked at the files of four people who live in the home, and saw evidence that assessments had been completed before they moved to the home, and reviewed regularly. The assessments provide information on each persons needs that is transferred to the care plans. The people who we spoke to said that they are confident that the staff can meet their needs. The staff have a good programme of training and support. Most of the people in the home are funded by contract with Bedfordshire Social Services, and there are five places for people who fund their own care. We saw a sample of the contracts for private clients. The contracts contain the standard BUPA terms and conditions. Each person signs an acceptance form that includes the fees, and letters are on file notifying each person of annual increases in fees. Care Homes for Older People Page 12 of 26 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. The people who live in the home can be confident that they will receive a good quality of personal care and healthcare that meets their individual needs. Evidence: The Expert by Experience (EBE) spoke to eight people, and their comments showed a general contentment with life at the home, an appreciation of the staff and a reasonable freedom to control their lives. One person said, Thank god, it couldnt be better, couldnt beat the carers, never hungry and never cold, not seen a long face since Ive been here. Another person, who was in the home for a short respite stay, said, They have been ever so good, so friendly, young man will do things for you. Please yourself when get up, lovely to have company, actually Id like to stay here. The EBE said that his observation of the staff confirmed the views of the residents that they were considerate, helpful and caring. We spent some time sitting with people in the area of the home where the most vulnerable people are looked after. The aim of this was to get an impression of what Care Homes for Older People Page 13 of 26 Evidence: life is like for the people who live there. There was good interaction between the staff and residents. The staff took time to give each person individual attention. The people we observed were were alert and interested. One person was upset for a very brief time, and the staff dealt with this very well and encouraged person to move away. One of the senior carers has completed a three day course in dementia care, and 20 places have been booked for a one day course in dementia awareness. Some of the staff who we spoke to said that they would like some further training in understanding the needs of people with dementia. Although we observed some good practice, and the staff have a caring attitude to people with dementia, all staff who work with people with dementia should have training in dementia awareness. It would also be good practice for all senior staff to do further training, including qualifications in dementia care. (See Staffing.) We saw a sample of care plans was from each unit of the home. They are all clearly written, with appropriate information and procedures to enable the staff to provide the care that each person needs in the way that they wish. There is a monthly review of the care plan, when it is discussed and agreed with the resident, and evidence was seen that changes have been made to the care plans as a result. The care plans for people with dementia provide adequate information on each persons needs, in particular for how to communicate with each person. However the care plans show little indication of each persons history and motivations. They could be further improved by looking at each persons needs holistically, with their needs based on activities rather than tasks. The manager and deputy manager had already identified the improvements that are needed, and are currently working on improving the care plans. The monitoring of each persons health includes monthly assessments for the risks of falls and for pressure area care. Each persons weight is recorded, and the staff follow procedures for any noted change in weight. These range from monitoring what the person eats and drinks, and ensuring that the food provided is fortified with extra butter and cream, to referral to the GP for medical advice. The home has good support from the district nurses. The home has sound systems in place for the safe management of medication. We carried out a spot check of the medication records for the people whose care plans we looked at. The recording was accurate, and showed good practice. Care Homes for Older People Page 14 of 26 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 people who live in the home are supported to take part in their choice of activities. Evidence: A new activities organiser was appointed four months before this inspection. She talks to the residents to identify what their interests are, and she encourages the care staff to support people to do what they like to do as part of their daily routines. There is a box of activities in each unit which the staff are encouraged to use, and the activities organiser asks staff each day what has been done and keeps records of what each person does each day. The Expert by Experience (EBE) reported that some people said that there were not a lot of activities, but with prompting they then mentioned things like bingo and special evenings. The recorded activities are varied and include bingo, flower arranging, hairdressing, painting, entertainers, reminiscence, hanging baskets, quiz, armchair exercises, and films. The home has a new activities room, with a large screen TV for film nights and space for parties and visiting entertainers. In one of the dementia units some people were engaged in a game of Scrabble before lunch, with support and encouragement from the staff. The staff encouraged everyone to talk and to socialise with each other. The atmosphere in the unit was calm, and it Care Homes for Older People Page 15 of 26 Evidence: was good to see that the television was only turned on when one person asked to watch a particular programme. Later in the day we observed a member of staff watching TV in the lounge, and not interacting with people. Some of the staff may benefit from further encouragement and training so that they have the confidence to engage properly with the residents. Relatives and friends are welcomed into the home when they visit. We met several visitors during this inspection. They said that they are very happy with everything about the home. They are kept informed about their relatives, and consulted about the care provided. Evidence indicates that residents are regularly consulted regarding the menu to reflect their taste and preference. The four-week menu viewed included good variety, the provision of good nutrition and choice. Everyone who we spoke to said that the food is good. One person said, Lovely, always like it, Im not finicky, nice puddings I like the steam puddings. Another person said, The food is not bad at all, but it does vary. We observed lunch on two units. The staff asked each person individually what they would like. They dealt with the residents with care, consideration and efficiency. There was a convivial and relaxed atmosphere to the proceedings. One person who was pushing away her food was dealt with sympathetically and after a period helped with some fluid. Care Homes for Older People Page 16 of 26 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. The people who live in the home can be confident that their concerns are listened to, and that they are safeguarded from the risks of abuse. Evidence: BUPA has a satisfactory complaints procedure, and a leaflet is available for all residents and visitors. The people who we spoke to said that they have no complaints, but they feel able to talk to the manager about any concerns. The complaints record includes informal verbal complaints, and records the actions that are taken in each case. Comprehensive procedures for prevention of abuse are in place. The Annual Quality Assurance Assessment (AQAA) stated that there have been six safeguarding referrals in the last year. Four of these were due to falls or behaviour of individuals in the home. All were referred to Social Services and investigated properly. All the staff in the home have training in safeguarding adults (protection of vulnerable adults), and the staff who we spoke to were aware of their responsibilities for whistle blowing. Care Homes for Older People Page 17 of 26 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 and gardens provide a comfortable, attractive and safe environment for the people who live there. Evidence: Caddington Hall is a purpose built single storey building, set in large grounds. The decorations and furnishings are domestic in style, and provide a homely and comfortable environment. The gardens are accessible from each unit, and the grounds are inhabited by a number of peacocks that add character and interest. There is a courtyard garden at the centre of the home, which is arranged as a sensory garden with raised flowerbeds. The dementia units are no different in appearance from the other units in the home. Reminiscence boxes with meaningful pictures and other items have been fitted outside each persons bedroom, but there is no other environmental differentiation, such as colour coding or pictorial cues to assist orientation. The home appeared to be generally clean, and appropriate procedures are in place for the control of hygiene and for effective management of laundry. We saw the report of the last Environmental Health visit to the home to inspect the kitchens, when no recommendations or requirements were made for actions to improve food hygiene. Care Homes for Older People Page 18 of 26 Care Homes for Older People Page 19 of 26 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 numbers in the home are sufficient to ensure that all the residents needs are met, and staff appropriate training is available. However the numbers of staff with training in dementia awareness is low, which could affect the quality of care for people with dementia in the home. Evidence: There has been a high turnover of staff following the change of manager in the home. The new manager has recruited new staff, and there is now a stable team of care workers and team leaders in the home. All the members of staff who we spoke to during the inspection were enthusiastic about their work, and several said that they like the residents, and that they feel well supported. While the numbers of people living in the home is reduced, due to the temporary closure of one unit for refurbishment (see Choice of Home), the number of staff in the home each day is also lower. There are three care workers between the two dementia units during the day, and three between the remaining two units, with a duty senior for the whole home. At night there are three care staff, with none specifically allocated to the dementia units. The care staff work in all the units of the home, and there are no staff who work specifically on the dementia units. The manager assured us that the staff levels will be increased when more people are admitted to the home. Care Homes for Older People Page 20 of 26 Evidence: The home has robust policies and procedures for recruitment. We saw the file of a recently recruited member of staff. It contained all the required information, including good references and a satisfactory CRB (Criminal Record Bureau) disclosure. All the staff who we spoke to said that they take part in regular training. The company provides a comprehensive training programme that covers all the statutory training, and other training as required for the specific needs of the service users. The induction training for new staff takes three days, and is followed by at least a week of shadowing in the home to ensure that the person is competent and confident to care for the people in the home. As all the staff may work min the dementia care unit. it is important that all staff have at least a basic training in dementia awareness. Due to the changes in staff, the numbers who have had this training has decreased since the last inspection. One of the senior carers has completed a three day course in dementia care, and 20 places have been booked for a one day course in dementia awareness. It would also be good practice for all senior staff to do further training, including qualifications in dementia care. (See Health and Personal Care.) Approximately one third of thew care staff have qualifications at NVQ level 2 or above. There is an expectation that new staff will register for NVQ training when they have completed their induction. Care Homes for Older People Page 21 of 26 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. The home is well managed. The views of the residents and other involved people are actively sought in order to ensure that a good quality of care is provided. Evidence: There has been a change of manager since the last inspection. The new registered manager was previously manager of another BUPA service. She has completed the Registered Managers Award, and she has undertaken periodic training to update her skills and knowledge. She intends to register for the Leadership in Management course in the future. A new deputy manager has also been appointed, who acted up as manager for five weeks when the manager took a planned sick leave. A sound quality assurance system is in place that meets the needs of the service. Annual questionnaires are sent to all the residents and their families, and a satisfaction survey report is produced which includes comments from the residents. The last survey took place in October 2008, but the report has bot yet been produced. There Care Homes for Older People Page 22 of 26 Evidence: are monthly internal audits of the homes procedures, and BUPA carries out an annual audit of all aspects of the service provided by the home, with a resulting an action plan. Residents meetings are well attended. 12 people attended the last meeting in February 2009, and the minutes show that there was discussion of activities and changes to the menus, and some suggestions for favourite foods were passed to the chef and put on the menu. The arrangements for management of residents money were inspected and appeared to be accurate. Systems for managing the residents finances are transparent and backed up with signatures and invoices. Money is stored safely and adequate records are maintained in order to protect service users from financial abuse. Appropriate records are maintained for the health and safety of the residents and staff in the home, and staff follow the homes policies and procedures. The home has a comprehensive fire risk assessment, and all staff take part in regular fire drills so that they know what to do to ensure the safety of the people in the home. Care Homes for Older People Page 23 of 26 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 24 of 26 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 25 of 26 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). 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