Care Home: Crossley House

Similar services:

• Abbey The
• Snydale Care Home
• Hawkhills
• Larchfield Manor
• Beeches The - North Yorkshire County Council
• Carentan House
• Ravensworth Lodge

What the care home does well People told us they are well cared for and like the home. One person said "it is like being in heaven", she said she has a lovely room and enjoys the food. Relatives told us people always look clean and well cared for and said the staff are kind and treat people with respect. People told us the food is good and said they are always offered a choice. People are encouraged to visit the home and/or have a trial stay before making a decision about moving in permanently. This helps people to decide if the home is right for them. The home has a designated 15 bed unit for people with dementia and they have worked hard to create an environment which is comfortable and enabling for people. There are lots of things around for people to engage with such as soft toys and household items. During the visit we saw that people were at ease and staff had a good understanding of people`s individual needs and how to support them. People are offered the opportunity to take part in a variety of activities. Visitors are welcomed at any time and this helps people to keep in touch with their family and friends. The environment is decorated and furnished to a high standard and provides a pleasant and safe place for people to live. All the required checks are done before new staff start work and this helps to make sure people are protected. The home has a good training programme and this helps to make sure staff have the knowledge and skills they need to care for people properly. What has improved since the last inspection? Not applicable. What the care home could do better: In their self-assessment (AQAA) the home told us they have identified a number of ways in which they will continue to improve and develop the service. This includes continuing to develop a person centred approach to care so that everyone living in the home is given the support they need to make the most of their abilities and follow their personal interests. One relative told us that individual activities was an area they felt could be improved as not everyone is willing or able to take part in group activities. The home should make sure that all staff receive training on the Mental Capacity Act, the Deprivation of Liberty and on the multi agency approach to safeguarding. This is to make sure people`s rights are promoted and protected. The home should apply to change the category of registration to make it clear that they are not intending to provide nursing care. Key inspection report Care homes for older people Name: Address: Crossley House 885 Thornton Road Bradford W Yorkshire BD8 0HH     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Mary Bentley     Date: 0 7 1 0 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). 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 CQC 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: Crossley House 885 Thornton Road Bradford W Yorkshire BD8 0HH Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Mrs Diana Mary Milner Type of registration: Number of places registered: care home 58 Hadrian Healthcare (Bradford) Ltd crossleyhouse@hhcare.co.uk Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: 1. The registered person may provide the following category of service only: Care Home with Nursing - Code N 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 Service users wit Dementia - Code DE 2. The maximum number of service users who can be accommodated is 58. Date of last inspection Brief description of the care home Crossley House is a purpose built home for older people which opened in April 2009. The home was initially registered to provide nursing care however the company has made a decision to provide personal care only. When people need nursing care this is provided by the district nurses. Care Homes for Older People Page 4 of 26 Over 65 58 58 0 0 Brief description of the care home The home is situated in the Thornton area of Bradford. It is not far from the city centre and is well served by public transport. The home is on two floors and all the accommodation is in single rooms with en-suite facilities. The home is equipped, decorated and furnished to a high standard. There are communal rooms including lounges and dining rooms on both floors. There is a well equipped hairdressing salon where people can go to have their hair done and there is a small shop where people can buy items such as toiletries and sweets. On the first floor there is a 15 bed unit for people with dementia. There is a car park at the front of the home. At the back there is a patio area and secure garden which people can use. The weekly fees in October 2009 ranged from 495.00 to 540.00 pounds. Additional services such as hairdressing, chiropody and news papers are provided at an additional cost. Full details of the fees can be obtained from the home. The home has a Statement of Purpose which has details of the range of services offered and copies are available from the home on request. 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: This is a new service and this was the first inspection. This is what we used to write this report: The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. The results of any visits that we have made to the service in the last 12 months. We have not made any additional visits since the service was registered in April 2009. Surveys returned to us by people using the service. On this occasion we did not send any surveys. Care Homes for Older People Page 6 of 26 Information we have about how the service has managed any complaints. What the service has told us about things that have happened in the service, these are called notifications and are a legal requirement. Relevant information from other organisations. A site visit carried out by one inspector between the hours of 9:30 am and 5:45 pm. The visit was unannounced. During that time we spoke to people living in the home, visitors, staff and management. We looked at various records including care records,looked at some parts of the home and observed staff as they carried out their duties. We have reviewed our practice when making requirements to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations but only when it is considered that people who use services are not being put at significant risk of harm. In future, if a requirement is repeated it is likely enforcement action will be taken. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: In their self-assessment (AQAA) the home told us they have identified a number of ways in which they will continue to improve and develop the service. This includes continuing to develop a person centred approach to care so that everyone living in the home is given the support they need to make the most of their abilities and follow their personal interests. One relative told us that individual activities was an area they felt could be improved as not everyone is willing or able to take part in group activities. The home should make sure that all staff receive training on the Mental Capacity Act, the Deprivation of Liberty and on the multi agency approach to safeguarding. This is to make sure peoples rights are promoted and protected. The home should apply to change the category of registration to make it clear that they are not intending to provide nursing care. Care Homes for Older People Page 8 of 26 If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 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. Peoples needs are assessed before they move in, they are given information about the home and are encouraged to visit, this helps people to decide if the home is the right one for them. Evidence: The home opened in April 2009 and there were 34 people living there when we visited. Information about the home is provided in the Statement of Purpose and a Welcome Pack. Copies of these documents are available in peoples bedrooms so that they have access to information about the range of services offered. The Statement of Purpose is currently only available in English, the manager said they are working on making this information available in alternative formats for people. The home is also in the process of updating their website. Care Homes for Older People Page 11 of 26 Evidence: Peoples needs are assessed before they move in and we saw evidence of this in the care records. The home limits the number of new people who move in every week, this is to make sure staff have time to get to know people when they move in. The home encourages people to visit and offers people the opportunity to have a trial stay so that they can experience the service first hand before making a decision about moving in permanently. People told us they had been involved in choosing the home and said they had been given all the information they needed to help them decide if the home was the right one for them. Many of the people we spoke said they or their relatives had been in the home for a short stay before deciding to move in permanently. 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. Peoples needs are met in a way that takes account of their wishes and abilities and peoples privacy and dignity are respected. Evidence: The home does not provide nursing care, if people require nursing care this is provided by the district nurses. Everyone in the home has a care plan which includes information about their personal, health and social care needs. We looked at three peoples care plans. The information is well set out and easy to find. Peoples needs are assessed and the information obtained during the assessment is used to develop the care plans. The care plans provide staff with information on how to help and support people. Some of the care plans provide very clear information for staff on the level of support people need. For example, one persons care plan stated they could brush their own teeth if staff put the toothpaste on the toothbrush and gave it to them. This is good practice as it shows that people are being supported to maintain their existing skills. The deputy told us they are aiming to have this level of detail in all the care plans. Staff we spoke Care Homes for Older People Page 13 of 26 Evidence: to had a very good understanding of peoples needs and of what they needed to do to support people. Risk assessments are in place for areas of potential risk such as falls, nutrition and developing pressure sores. When people are identified as being at risk there are plans in place to show how this risk is being managed. We saw that people or those close to them are involved in developing and reviewing the care plans and people we spoke to confirmed this. People told us they are happy with the care, they said the staff are kind and always treat people with respect. We did not see any evidence that peoples capacity to make decisions about their lives is assessed and recorded, this was discussed. There was very little information recorded about peoples wishes in relation to end of life care, the home told us they are aware this is an area that needs to be developed. The manager told us they have made improvements to the way medicines are managed. They now keep copies of all prescriptions sent to the pharmacy and when medicines are delivered they are checked against these copies to make sure the correct medicines have been dispensed. The manager and/or deputy also carry out audits of the medicines to make sure they are being administered correctly. Only senior care staff that have completed training are allowed to help people with their medicines. Training is provided by the pharmacy and in house with the help of a computer training package. One person was managing their own medicines with support from staff, they have a locked drawer in their room to keep their medicine safe. A self medication risk assessment had been completed however the form did not make it clear who had been involved in the assessment and how often the decision would be reviewed. The manager said she would deal with this. 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. People are offered the opportunity to take part in a variety of social and leisure activities. The home is continuing to develop the way peoples social care needs are addressed to make sure that everyone living there is given the support they need to make the most of their abilities and follow their personal interests. Evidence: The home employs a full time activities organiser. Activities include bingo, games and music. One person told us they had enjoyed a slide show and discussion about the history of Bradford. Information about planned activities is displayed in the reception area. The home has a rolling photo board where pictures of people involved in various activities are displayed. People can choose where they spend their time and whether or not they want to take part in planned activities. On the first floor there is a 15 bed unit for people with dementia. The home has done a lot of work to create an interesting and engaging environment for people. One part of the unit is decorated with a seaside theme and among other things has an old fashioned ice cream trolley. In other areas they have set up an old fashioned office, a Care Homes for Older People Page 15 of 26 Evidence: garden shed and there is a shelf displaying various grocery items. Along the corridors there are shelves with soft toys and other items that people can pick up, re-arrange or carry around. Finger foods such as small biscuits and dried fruit are left out in various places around the unit so that people can help themselves. The home told us this has been very successful and everyone living in the unit has gained weight. During the visit we saw group activities in the afternoon. On the ground floor people were playing bingo and on the first floor staff were encouraging people to join in singing and dancing. There are no restrictions on visiting, we saw visitors coming and going throughout the day and they told us they can visit at any time that is convenient for them. This helps people to keep in touch with their family and friends. One person we spoke said they would like to see more individualised activities as their relative is not really interested in group activities. The home told us they are developing personal history books for people so that they have information about peoples past lives, interests and hobbies. This information will be used to develop person centred social care plans. People are supported to follow the faith of the choice and Christian services are held in the home for people who want to take part. People told us the food is good and they are always offered a choice. The dining rooms are very pleasant rooms and the tables were nicely set with table clothes, cutlery and condiments. The cook has a good knowledge of peoples likes and dislikes and is aware of the importance of offering people a balanced diet. We heard her talking to people about their choice of meal at lunchtime and encouraging them to have a proper meal rather than just sandwiches. 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. There are suitable systems in place to make sure that complaints are taken seriously and acted on. More staff training should be provided to make sure that the policies and procedures that are in place to protect people are effective. Evidence: The home has a complaints procedure and people told us they would have no hesitation in talking to the manager or staff if they had any concerns. The home keeps a record of all complaints and this includes information on the outcome. The home told us they have had three complaints in the last 6 months. Two of these have been dealt with and one is still ongoing. We received one concern about the service, we sent this to the home and it was investigated and dealt with. There are policies and procedures in place to protect people from harm. The manager is aware of the local adult protection (safeguarding) procedures and has used them appropriately to report concerns. All the staff received training on safeguarding during induction. The staff we spoke to had a good understanding of what abuse is and were aware of how to report concerns or suspicions to the homes management. However, they were less clear about how to report concerns to external agencies. This was discussed and the home said they would arranged further training. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides a pleasant, comfortable and safe place for people to live. Evidence: Crossley House is a two storey purpose built home. It is furnished and equipped to a high standard. The home has wide corridors which make it easy for people to move around. The corridors are broken up with alcoves and rest areas and this helps to create a more homely environment. There is a passenger lift to the first floor. There are lounges and dining rooms on both floors. The home has a hairdressing salon on the ground floor and when we visited they were in the process of decorating one of the quite rooms on the first floor in the style of a traditional public house. The manager told us this had been suggested by people living in the home. All the bedrooms are single rooms with en-suite facilities and we saw that people are encouraged to bring personal belongings such as photographs and ornaments to help make their rooms feel more homely. All the bedroom doors are designed to look like the front door of a house, they have a door knob and knocker and this helps to reinforce the idea the peoples bedrooms are their own personal space. There is a small enclosed garden and a patio at the back of the home where people can sit outside. Care Homes for Older People Page 18 of 26 Evidence: When we visited the home was clean and free of unpleasant odours. There are suitable systems in place to reduce the risk of cross infection and this includes training for staff. 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. There are enough suitably trained staff to meet peoples needs. People are protected because all the required checks are done before new staff start work. Evidence: People told us the staff are kind and caring and are available when they need them. When we visited the were 34 people living in the home. There are 6 care assistants, including two senior care assistants on duty during the day from 8:00 am to 8:00 pm. Overnight there are 3 or 4 staff on duty. As the number of people in the home increases the staffing levels will be increased. In addition to care staff the home employs separate staff for housekeeping, laundry, catering, administration and maintenance. The manager and/or deputy manager are on call when they are not in the building. Staff told us they had received induction training when they started work. They said the induction was good and told them what they needed to know to care for people. Most staff told us they were not allowed start work until all the required checks had been completed. One member of staff told us they were working under supervision because they had not yet received their CRB (Criminal Records Bureau) disclosure. However, they said they had provided two written references and a PoVA (Protection of Vulnerable Adults) check had been done. This was confirmed by the homes Care Homes for Older People Page 20 of 26 Evidence: records. Earlier this year we received information that the home was not completing all the required checks before new staff started work. We asked the company to look into this. They found that one member of staff had started work before a written reference had been obtained. They have since taken action to make sure this does not happen again and this includes carrying out checks on all staff files. During the visit we looked at three staff files and found that all the required checks had been completed before they started work. Staff told us they enjoy working at the home, they said they are well supported and are given lots of training. The home has detailed training records and they show that staff have received training on subjects such as dementia care, palliative care and customer service as well as mandatory training such as moving and handling, fire safety, food safety and infection control. Information provided by the home showed that just over 50 of care staff have achieved an NVQ (National Vocational Qualification) at level 2 or above. The company policy is that all staff must enrol for NVQ training when they have completed their induction training. 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. People are given the opportunity to share their views and contribute to the improvement and development of the service. There are suitable systems in place to make sure the home is appropriately managed and provides a safe place for people to live and work. Evidence: The management structure of the home is clearly defined and consists of a registered manager, a deputy and a unit manager. This is a new service and the manager and deputy are very clear that they want to provide person centred care and make the views of people using the service central to the way the service is developed. They are supported in this by a senior manager from the company who visits at least once a month. In addition to providing support for the management team the visiting manager audits various aspects of the service. The reports from these visits are available in the home and show that actions are taken to address any shortfalls identified during the visits. Care Homes for Older People Page 22 of 26 Evidence: People using the service are given the opportunity to share their views of the service in a variety of ways. For example the home sends surveys to people and has meetings for people living in the home and separate meetings for relatives and carers. Meetings for people living in the home took place in May and August and the topics discussed included care, activities and food. The home completed their annual quality assurance assessment (AQAA) for us before we visited. It was returned to us in good time and gave us a lot of information about the service. The manager and deputy manager have attended training on the Mental Capacity Act and the Deprivation of Liberty legislation and are aware of their responsibilities to promote peoples rights and protect people. Training is being arranged for the rest of the staff team. No one was being deprived of their liberty when we visited. The home does not get involved in managing peoples money but does hold small amounts of personal money for some people. There are suitable systems in place to make sure peoples money is managed safely, all transactions are recorded and receipts are kept for any money spent on peoples behalf. Information provided by the home showed that there are suitable systems in place to manage health and safety, this was confirmed by a selection of maintenance records looked at during the visit. 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 1 18 Staff should be provided with more training on safeguarding to make sure they are fully aware of the multi agency procedures that are in place to protect people. Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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 CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - 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!