Care Home: Crabwall Hall

What the care home does well Crabwall Hall constantly reviews its practice and is always striving to improve their service offered to the people either living in the home or to prospective residents. The service is flexible and reflective; the home`s management team have looked at where they were prior to the building work, where they are now and where they want to be in the future. This helps to ensure that the home is able to respond to changing needs, which in turn enables people to maintain as much independence as possible. There is a strong commitment from everyone working at the home that helps to ensure that the quality of care is provided to an excellent standard. People are respected with respect and dignity. We found that staff members were able to demonstrate an awareness of the diverse needs of the people they were caring for. Positive and warm relationships were seen to exist between residents, relatives and staff members, those people that commented all said that the manager and staff members were very good. Comments from residents included; "I could not do things for myself when I moved in, staff helped me and I can now do things myself". A variety of activities/social events are organised and people are asked for ideas. A wide choice of meals are offered and the standard of catering is very good; one person said; "The food is very good, its well presented". The quality of record keeping within the home is being maintained to a good standard; this helps to ensure that people`s needs are identified and addressed quickly. What has improved since the last inspection? The new extension has now been completed and the facilities have been further enhanced. Avery Health care have recently produced an new equality and diversity statement. This document sets out what people can expect whilst living in the home. The negative comments regarding the quality of the food provided to residents has been worked on and with the recent appointment of a new chef the issue seems to have been addressed. What the care home could do better: We consider that Crabwall Hall is an excellent service so rather than state what they could improve we would expect that the home continues to review its practice in order to ensure that the high standard of care provided to the residents at the present time is maintained and where possible improved upon. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Crabwall Hall Parkgate Road Mollington Chester Cheshire CH1 6NE     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Paul Ramsden     Date: 1 5 1 0 2 0 0 8 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. the things that people have said are important to them: They reflect 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 © (2008) 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.csci.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Crabwall Hall Parkgate Road Mollington Chester Cheshire CH1 6NE 01244851202 01244851693 crabwall@averyhealthcare.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Hillary Price Type of registration: Number of places registered: Avery Healthcare Limited care home 43 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 categories 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: 43 Date of last inspection Brief description of the care home Crabwall Hall is a two-storey care home owned by Avery Healthcare Limited, a privately owned company. It stands in extensive grounds and enjoys a rural setting off the A540 in the village of Mollington. It is approximately 2 miles from Chester city centre. There are adequate car parking facilities available. Residents are accommodated on both floors. Access between floors is via the shaft lift or the stairs. Following the completion of a new extension residents accommodation now consists of 43 single bedrooms all of which have en-suite facilities, telephone sockets, call points Care Homes for Older People Page 4 of 27 Over 65 43 0 Brief description of the care home and an internal telephone. The majority of bedrooms meet or exceed the room size standards. There are two large lounges, a lounge/dining room and a library/study on the first- floor. Additionally, there is another small sitting area by the lift on the firstfloor. Communal toilet/bathroom facilities comprise 6 toilets, 5 bathrooms, one independent shower-room and a hairdressing salon. The home has extensive gardens and grounds that are fully accessible to residents. There is also a large patio area adjacent to, and accessible from, the homes ground-floor lounge and dining areas. The current fee range for the home is 383 - 570 pounds per week. There is a copy of the current Inspection Report in the entrance area; it is understood that a copy of this can be made available to anyone who may be thinking of choosing this service. Existing residents can also have a copy if requested. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced visit took place on the 15 October 2008 and lasted for a total of eight hours and fifteen minutes. Paul Ramsden, Inspector, undertook the visit on behalf of the Commission for Social Care Inspection. Any references to we in the report refer to the Commission. All of the key standards for older people were looked at. Feedback on the findings of the inspection was given to the home manager as the inspection progressed. This visit was just one part of the inspection. Prior to the visit the home manager was asked to complete an Annual Quality Assurance Assessment [AQAA] to provide up to date information about the service provided in the home. This is a very detailed questionnaire that provides us with a lot of information about the service before the Care Homes for Older People Page 6 of 27 visit. Survey forms were sent to a random sample of residents and staff members to find out their views and any other information received since the last key inspection was reviewed. Four resident and seven staff survey forms have been returned. We looked at the Annual Service Review [ASR] that was carried out 12 months ago [This is a review of good and excellent services that takes place between key inspections, good services only have an inspection every two years and excellent services every three years]. Following the completion of the review we found no evidence to suggest that our quality rating had changed or that we needed to bring the inspection forward. We also looked at the Random inspection undertaken by a Pharmacist Inspector and during the visit checked to see if any action required had been addressed. [A random inspection is a visit to look at a particular topic, in this case medicines] During the visit various records and the premises were looked at. When looking at the documents relating to the type of care each person needs [assessments and care plans]we use a system called case tracking. This is a method that allows us to follow or track a particular situation in order to ensure it was dealt with appropriately. A number of residents, family members and staff were spoken with; they gave their views about the home and the service provided. Some of these comments have been quoted in the report. What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. Care Homes for Older People Page 8 of 27 The report of this inspection is available from our website www.csci.org.uk. You can get printed copies from enquiries@csci.gsi.gov.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. Information and opportunities to visit before moving in are available and residents are assessed before moving in to ensure their needs can be met at the home. Evidence: The home provides a range of information to prospective residents; these are presented in a brochure pack. This contains an introductory letter stating that people are free to visit the home if they want to look around and that they can contact the manager or staff members if they have any questions. The pack also contains a copy of the terms and conditions for residents, information about fees, a summary of the statement of purpose, sample menu, a sample monthly activity list, useful contact addresses such as CSCI and a colour brochure that provides general information about the home and the facilities available. This is a comprehensive and well thought out pack that should provide sufficient information for anybody who is thinking of moving into the home. Care Homes for Older People Page 11 of 27 Evidence: Pre-admission assessments demonstrating that the residents individual needs had been assessed in an accurate and consistent way had been carried out for the two residents whose files were looked at. The manager usually carries out the assessments and will visit people in their own home, another care home or hospital to gather the necessary information before admitting someone. This provides an opportunity to make sure the home can accommodate the person and their individual needs. Where applicable copies of information provided by the Local Authority is also obtained prior to admission. Intermediate care is not provided at Crabwall Hall. 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. The residents care plans seen were well maintained and provided all of the information needed for staff members to be able to take appropriate action to meet an individuals needs. Evidence: The manager or another senior staff member are responsible for drawing up a residents plan of care. The care plans seen as part of the case tracking process provided staff members with all of the necessary information for them to look after a persons needs. Care plans were being reviewed and where necessary re-written on a regular basis. The manager explained that the company is bringing in new care planning documentation in the near future. Staff members spoken with had a good understanding of the people they were supporting; they were able to meet their diverse needs, for example if someone had a Care Homes for Older People Page 13 of 27 Evidence: mobility problem and residents were being supported to live as independently as possible. Care staff work to a good standard in order to ensure that residents receive the care they need. They monitor a residents health and emotional needs daily and there was evidence to show that people were receiving the appropriate support from district nurses, GPs etc. A key worker system is in place [This is a system used in the majority of homes and involves particular staff members working more closely with certain residents]. The changing needs of individuals are discussed as and when required. We were able to see this in practice during the visit when information about individual residents was passed to the home manager. It was seen throughout the visit that residents were being treated with courtesy, respect and good humour by staff. They were seen to be interacting with individuals in an appropriate way, knocking on bedroom doors before entering and addressing people according to their wishes. All personal care is carried out in the privacy of a residents bedroom or one of the bathrooms. Policies and procedures in relation to medication are in place. Medicines are administered using a blister pack system provided by a local pharmacist. A Pharmacist Inspector from the Commission carried out a random inspection to look at the medication arrangements in the home on 18 July 2008; she found that although medicines were handled well there were some issues relating to record keeping. A requirement regarding this was made at the time. The arrangements for the administration of medicines were looked at again during this visit; whilst the same problem with recording exists it would appear to be a problem with the medicine administration sheets that are being provided by the pharmacist rather than the homes practices. The manager explained that in order to address this administrative issue she was in the process of changing pharmacist. Apart from this the arrangements for the administration of medicines during this inspection visit were considered to be good and the residents were being given their medication as prescribed. All senior staff members have received medication training and the home manager audits this regularly. 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 using the service are able to maintain contact with family and friends and those spoken with were positive about the home and the support they received. Evidence: Residents were able to move freely around the home and a choice of sitting areas, including a library with a good selection of books, a magnifier reader and an computer with internet access was available. They confirmed that routines within the home were flexible and that they were able to make choices in many areas of daily living; for example, times of rising and retiring, whether or not to join in with planned activities and where to spend time and with whom. The residents spoken with made a number of positive comments during the inspection. These included: I am as happy as you could be, I dont think we could do better. Residents meetings are held on a regular basis. The home employs an activities co-ordinator for twenty hours per week, her role is to work with individuals both on an individual basis or in groups. This person is leaving shortly and the manager was in the process of employing a new person for the role. As part of this process all of the residents were informed in writing what was happening; Care Homes for Older People Page 15 of 27 Evidence: they were also asked what additional activities/events etc would they like to see introduced. A monthly programme of activities is currently provided and all of the residents are given their own personal copy, it is understood that this practice will continue. Residents confirmed that various religious denominations conduct services in the home and they are free to attend if they wish to do so. A beauty and massage therapist visits the home on a regular basis and residents are able to purchase various treatments. A hairdresser also visits regularly; she was present on the day of the visit. Links with the local community are maintained and people are free to come and go from the building. One person said that he went to the swimming pool in the hotel close to the home on a daily basis and that he regularly got a taxi into Chester. During the previous inspection visit residents expressed some concern about the quality of the meals being provided. Since then the manager has continued to work on this issue and most recently a new main chef has been appointed. A number of positive comments about this recent change were made so it is hoped that the problem has been fully addressed. Meals can be taken in the main dining room or in the privacy of a residents own room. There is a menu that has the flexibility to meet individual needs and choices and the residents spoken with confirmed that choices were available. Special diets can be provided if needed. The kitchen area was seen to be clean and well organised. 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 relatives are able to complain/make suggestions and action would be taken to respond to their concerns. Adult protection training is provided for staff in order to ensure the continued safety of residents. Evidence: There is a written complaints procedure for the home [The manager has confirmed that this could be made available in a different format if needed]. Information about complaints is also included in the Statement of Purpose. The ethos of the home is that it will deal with any complaints/suggestions positively and will learn from them. Those residents that commented said they would inform the manager or another senior staff member of any issues. One person said; I have no worries or concerns but would tell the manager if there was a problem, she is very good. They also said that they felt confident that appropriate action would be taken. The manager said that she had received a verbal complaint in September, this had now been resolved. The home has an adult protection procedure [In Crabwall Hall this is referred to as residents welfare] that complies with all of the relevant legislation and good practice guidelines. This is designed to ensure that any possible problems that arise are dealt with openly and people are protected from possible harm. Staff members undertake training in this area. Care Homes for Older People Page 17 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The facilities and accommodation within the home is to an excellent standard so that residents live in a very comfortable and homely environment. Evidence: A tour of the premises was undertaken; this included communal [lounges/dining room]areas and a number of bedrooms. The home has gone the extra mile to provide an environment that can fully meet the needs of the residents that live there. Crabwall Hall, both externally and internally is maintained to an excellent standard and the quality of decor, furnishings and fittings were commendably high throughout the home, as were standards of hygiene and cleanliness. All bedrooms have en-suite facilities. Since the previous inspection visit the new 12 bedded extension has been completed, additional lounge and bathing facilities have also been provided. All of the bedrooms are fitted with a call system, television, phone points and an internal telephone system. The majority of the bedrooms in the home exceed the room size standards and those seen during the visit were personalised, comfortable, well furnished and contained items of furniture belonging to the resident. The home has a passenger lift to allow access between floors and other aids to help maintain independence, for example bathing aids have been provided. Care Homes for Older People Page 19 of 27 Evidence: There are extensive fully accessible garden areas available for residents to use. The laundry within the home is well equipped and good systems are in place for the care of peoples clothes. Care Homes for Older People Page 20 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff members work positively with residents and families to improve the quality of life of residents living in the home. A robust staff recruitment process is in place to protect residents from possible harm. Evidence: Care staff on duty and rotas seen demonstrated that staffing levels and the skill mix of staff was able to meet the needs of the residents within the home. The staff members were cheerful and friendly and the residents spoken with were complimentary about their attitude and competence. One resident said; The staff are jolly good, they get on well together and create a very good atmosphere. A staff member has written on a survey form; With just a few improvements I believe we could be classed as outstanding, Im proud to be a worker at Crabwall Hall. The manager, administrator, activities co-ordinator and separate ancillary staff such as kitchen and laundry staff members are in addition to the care staff members on duty at any one time. This means that there is always plenty of staff on duty to meet the various needs of the people living in the home. According to the AQAA 68 of the care staff members are either qualified to National Vocational Qualification [NVQ] level 2 or 3 in care, a recognised qualification for people Care Homes for Older People Page 21 of 27 Evidence: working in the care profession. Another five are currently undertaking NVQ level 2 in Infection Control. The staff files seen contained all of the required information and a robust recruitment procedure was in place for the protection of residents. The homes manager and administrator confirmed that all new staff are checked against the POVA list and that a satisfactory CRB disclosure must be obtained before employment commences. The manager explained that it was intended to involve residents in the interview process in the future. The management team at Crabwall Hall consider that the recruitment of good quality staff members is an integral component in delivering an excellent service. The result of this is that the current team have the skills, knowledge and experience to meet the diverse needs of the residents. New staff members undertake a thorough induction training programme which meets the Skill s for Care Induction Standards. The company is currently introducing a new system. Avery Healthcare provides a range of training courses for staff members; these include, safer manual handling, first aid, adult protection and fire safety. The staff members spoken with confirmed that regular training was readily available. The manager explained that Avery healthcare had just appointed a new company trainer who will ensure that staff training is provided and that this will be kept up to date. Staff meeting are held on a regular basis. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is being very well run and managed on a day to day basis, this helps to ensure that the needs of the residents are met and that there are appropriate procedures in place to maintain their safety. Evidence: The home has a very experienced and competent manager who displays a clear sense of direction and best practice. She regularly attends courses/training in order to keep her practice up to date and to fulfill her management responsibilities. She has completed her Registered Managers Award and can clearly demonstrate an awareness of the needs of the residents living in the home and how to manage the staff team. An administrator, deputy manager and senior staff members support the manager. This is a strong and committed team who work hard to ensure that the quality of care provided is maintained at as high a level as possible. One of the staff members spoken with said that, the home runs fine, the manager is very approachable and will bend over backwards to help. The residents and family member that commented also said Care Homes for Older People Page 23 of 27 Evidence: that the people running the home were approachable and supportive. One of the family members said that; my relative has been here for three and a half years, very pleased, I am always made to feel welcome and am told if something is happening, I would recommend Crabwall Hall. The home fully recognises the importance of a quality assurance system in order to ascertain whether residents and families are happy with the standards of care being provided. As part of this process visitors survey forms are available in the entrance area. Although most residents manage their own financial affairs, the home did hold some cash for the residents who had requested this service or who needed some help. There are efficient systems in place to ensure people are safeguarded and the management of peoples monies, including record keeping is of a consistently high standard. A random sample of these monies were checked, each had a correct balance and were being well managed. All records seen were being kept securely. All staff members are supervised on a continuous basis; in addition they all receive formal supervision approximately six times a year. This helps to ensure that the high quality of care provided to residents is maintained. The home manager keeps a training record for all staff members employed at the home; those seen demonstrated that a good range of training opportunities are provided. Any accidents are recorded and the home manager regularly audits these in order to ensure that any trends, for example, a resident having a number of falls are identified and addressed. The home has a comprehensive range of policies and procedures to promote and protect both residents and staff members health and safety. The maintenance records seen demonstrated that the appropriate service contracts were in place. These are all kept in a single file and included, the passenger lift, bathing aids, the fire alarm system and the gas and electrical installations. The fire safety log book showed that the tests on the system and emergency lighting were being carried out at the recommended intervals and that drills and training were also up to date. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No. Refer to Standard Good Practice Recommendations Care Homes for Older People Page 26 of 27 Helpline: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.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 © (2008) 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!