Care Home: Eagle View Care Home Ltd

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What the care home does well People who live at Eagle View have a care plan. This document identifies the help and support each person needs. They also contain a short "life history" of each person. This allows the staff to know the person they are caring for rather than just as someone who needs help. The manager makes sure these plans stay up to date. People can see their own doctor and help is provided to ensure they see other health care professionals such as the optician and chiropodist. Feedback received from other professionals included: "Eagle View cares for those who suffer dementia. Staff have an understanding of the illness and provide care appropriately to meet their needs" "Communication is of a high standard, they will make contact with appropriate person if they have any concerns" During the inspection people were relaxed and they were interacting with staff positively. Staff were respectful of people`s privacy and dignity especially when providing personal care. People are able to choose how they spend their day and whether they wanted to be part of any organised activities. Several people spend their time walking around the building and the home has supplied tactile pictures and items of interest that they can carry around with them if they want to. Staff are properly checked before they start working at Eagle View. They also access training, especially in Dementia Awareness. There are enough staff on duty to ensure people get the help and support they require. The manager makes sure that all the equipment used in the home is regularly checked to ensure it is safe to use. She also makes sure that any accidents or incidents are properly recorded and reported to the Care Quality Commission when necessary. Feedback from relatives of people at Eagle View said "It is well managed by Carol who is always efficient and very kind to all the residents as are the staff" and "They take care of my relative who with advanced dementia is unable to anticipate her needs. They are brilliant. They keep in touch with the family" What has improved since the last inspection? The information kept about people in Eagle View has improved and now includes their life story. This information allows staff to have a better understanding of the people they are looking after. The information about the home can now be supplied on a DVD or on an audio CD and this helps people who can`t use the written word to understand what Eagle View is about. People spoken to said they now knew how to make a complaint. This process has also been improved by the introduction of visits by an advocacy worker. This allows people to express any of their concerns to an independent person. What the care home could do better: There is an Annual Development plan in place for Eagle View and this identifies any areas for improvement that they have identified. At this inspection there were only minor areas identified as requiring attention. Whilst there is some reference to some of the diverse strands of the community not all are identified in the Statement of Purpose and Service User Guide. These documents should be expanded to include all the diverse strands of the community and that they would be welcome at Eagle View. Whilst the complaint`s policy is contained within the Statement of Purpose and Service User Guide a stand alone complaints policy should be readily available in different formats so that is accessible and understandable by everyone in the home. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Eagle View Care Home Ltd Phoenix Drive Scarborough North Yorkshire YO12 4AZ     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: Pauline ORourke     Date: 0 2 0 6 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 27 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Eagle View Care Home Ltd Phoenix Drive Scarborough North Yorkshire YO12 4AZ 01723366236 01723369050 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Eagle View Care Home Ltd care home 40 Number of places (if applicable): Under 65 Over 65 31 9 dementia old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 0 Eagle View is a care home providing personal care and accommodation for 31 older people who have a dementia, and 9 older people. Executive Care Management Limited owns the home. The home was purpose built in November 2003. It is situated on the outskirts of Scarborough. The accommodation is provided on three floors. All bedrooms provide ensuite facilities, and there is a passenger lift to each floor. The home has access to grounds. Due to the position of the building, some of the garden area is not suitably accessible. However, there are two areas of outdoor seating to a patio area. Care Homes for Older People Page 4 of 27 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: The quality rating for this service is 3 star. This means the people who use this service experience excellent quality outcomes. The Care Quality Commission inspects homes at a frequency determined by how the home has been risk assessed. The inspection process has now become a cycle of activity rather than a series of one-off events. Information is gathered from a variety of sources, one being a site visit. More information about the inspection process can be found on our website www.cqc.org.uk We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been Care Homes for Older People Page 6 of 27 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 that enforcement action will be taken. The key inspection has used information from different sources to provide evidence for this report. These sources include: Reviewing information that has been received about the home since the last inspection. Information provided by the registered person in an Annual Quality Assurance Assessment form (AQAA) Comment cards returned from people living at Eagle View and from other people with an interest in the service. A visit to the home by one inspector that lasted for seven hours. During the visit to the home twelve people who live there, four staff and two relatives were spoken with. Care records relating to four people who live at Eagle View, six staff members and the management activities of the home were inspected. Care practices were observed, where appropriate, and time was also spent watching the general activity within the home. This enabled the inspector to gain an insight of what life is like at Eagle View for the people living there. Information about the home is available in a Service User Guide and the weekly cost of staying at Eagle View is between three hundred and forty four pounds and five hundred and twenty five pounds. The amount payable is dependent on a financial assessment. The Registered Manager was available for feedback at the close. What the care home does well: What has improved since the last inspection? What they could do better: Care Homes for Older People Page 8 of 27 There is an Annual Development plan in place for Eagle View and this identifies any areas for improvement that they have identified. At this inspection there were only minor areas identified as requiring attention. Whilst there is some reference to some of the diverse strands of the community not all are identified in the Statement of Purpose and Service User Guide. These documents should be expanded to include all the diverse strands of the community and that they would be welcome at Eagle View. Whilst the complaints policy is contained within the Statement of Purpose and Service User Guide a stand alone complaints policy should be readily available in different formats so that is accessible and understandable by everyone in the home. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who use this service can be sure that their individual needs will be assessed prior to moving in to the home. This will allow staff to provide the support they require. Evidence: Admissions to Eagle View are only made following a comprehensive assessment of help and support required by the individual concerned. The assessment information covers psychological, nutritional, personal care and social care needs. The manager visits everyone thinking about moving in to Eagle View, irrespective of whether there is a care manager involved. Admissions are not made to the home if the manager feels the persons needs cannot be met. People are encouraged to visit the home prior to making any decision and where this is not possible or practical the families are encouraged to visit. Relatives spoken with said they were provided with adequate information prior to the admission. Care Homes for Older People Page 11 of 27 Evidence: Information about the home is available in a Statement of Purpose and a Service User Guide and these documents are available in an easy read format, DVD, or Audio tape. Whilst some reference is made in these documents to Equality and Diversity issues, these should be expanded upon to include all the different strands of a diverse community. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People receive the care and support they need and this is reflected in the care plan. The staff provide support in a sensitive way that promotes the persons independence and dignity. Evidence: Four case files were seen and each one contained a basic care plan. During the first six weeks a more comprehensive document covering the persons life history, a psychological, social, manual handling, nutritional and pressure care assessment is developed. The plans were pertinent to the individual concerned containing other assessments and information about communication needs, dietary needs and preferences as to the gender of carer preferred. They were especially detailed when looking at the differing behaviours of the people with dementia and how staff should respond to these behaviours so that people didnt become overly agitated. Evidence showed that each part of the plan was reviewed on a monthly basis. The case files contained evidence that the people in the home access their GP and Care Homes for Older People Page 13 of 27 Evidence: other health care professionals when necessary. This was confirmed when speaking to the people in the home. Feedback received from an RMN said Eagle View maintains high standards of care and when there are difficulties with the clients behaviour staff always contact professional help There is a policy for the handling of medication. Staff who administer medication are seniors, and have all completed the Learning Distance Course in the Safe Handling of Medication. The storage facilities are appropriate and there is a separate lockable cupboard for controlled drugs. The medication fridge is monitored on a daily basis and a record is kept. The medication round was observed and the member of staff administered the medication in a safe and appropriate manner. The records seen were up to date and accurate. Evidence was available in peoples files to show that the medication is reviewed annually or more regularly if necessary. There is no one at this time that self-medicates. The manager carries out a weekly audit of the medicines to ensure there any errors are picked up quickly and rectified. Throughout the site visit the staff were observed treating people with dignity and respect at all times. When spoken with the staff were clear on how and why everyones privacy should be respected. Training is provided around the issues of privacy and respect in the induction period of the staff. People spoken with said that their visitors could see them in private and any health professional visiting would use either the persons bedroom or the treatment room for a visit. People said that they are always in their own clothes and visitors also said that when they visited their relatives they were appropriately dressed and looked smart. One relative said They take care of my relative who with advanced dementia is unable to anticipate her needs. They are brilliant. They keep in touch with the family 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are able to make choices on a daily basis and are supported to do this by the staff. They enjoy a good and varied diet and a social and recreational programme helps them to maintain their interests and hobbies. Evidence: People in the home said that they could follow their own routine during the day. The home is set out on three floors and there is a lounge on each floor. A member of staff is assigned to spend time in the lounge and encourage people to join in with discussions, painting, music and general chatting. There is a weekly plan of activities run by the activities organiser and these include armchair exercises, reminiscence sessions, board games, art and crafts. The home has recently been provided with remeniscence materials and these are placed around the building and people are actively engaging with these materials. Staff also have access to Life story books and these cover areas of childhood, young adult hood, and recent life events that enable staff to discuss peoples lives with them. The manager has identified the lack of usable outside space as an area for improvement in the coming year. This will allow them to develop a secure area that people can use unsupervised. Feedback from staff indicated that they would like to see more activites organised especially to take people out of Care Homes for Older People Page 15 of 27 Evidence: the building. There is a visitors policy in place and people spoken with said that their visitors could come at anytime during the day. One visitor spoken with said that she called at anytime and always found the staff to be welcoming and friendly. She said the family have called at different times of the day unannounced and have always found their relative to be well cared for. Staff have also been welcoming whatever the time of the visit and are sensative to the needs of people visiting. She said that the manager keeps her informed of any issues relating to her relative. Other feedback received said they are very kind the staff always let me know anything I need too about my mum and I find the staff caring and helpful The home has a weekly menu and there are choices available at each meal. Staff support people in making their own choice as to what they want either by asking before the meal or directly when they are sat at the table. People spoken with said that the food was good and they always had a choice. If they did not like either of the available choices then alternatives would be offered. The menus are provided in written and pictorial form so that everyone in the home can use them. The mealtime observed was not rushed and staff assisted as necessary anyone who required help. There was specialist cutlery available and people were able to choose to use a spoon rather than a knife and fork. The cook only has diabetic specialist diets to cater for and they receive the same meals as everyone else but without the sugar. One person requires a liquidised diet and this is provided with all the elements of the meal liquidised seperately allowing the food to retain its own flavour. As part of the admissions process food likes and dislikes are identified along with any allergies. Feedback received indicated that people enjoy their food one person said the food is satisfactory as my husband is a fussy eater 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. People and their representatives are able to express their concerns through the complaints procedure and are protected from abuse, so their rights are protected. Evidence: A complaints procedure is in place and contains all the elements required by the Care Homes Regulations 2001. It is contained in the Statement of Purpose and Service User Guide and is displayed in the front entrance hall. The complaints policy can be provided in different formats and it is recommended that the manager obtain it in other formats so that it is more accessible to people in the home. The home has received three complaints in the last twelve months and two of these were upheld. A record is kept of complaints received and of the outcome and this information is used in the development of the service. Staff spoken with said they would take any concerns or complaints they had to the manager. Relatives spoken with during the inspection said they would take any concerns to the manager and they also said she dealt with any issues quickly. Staff spoken with were aware of their responsibilities in respect of reporting possible abuse and they were clear about the Whistle Blowing policy. Policies are in place to ensure that staff do not have any responsibility for peoples finances or personal affairs. All staff are subject to a POVAFIRST and/or a Criminal Records Bureau disclosure before they commence their employment. This allows the manager to decide Care Homes for Older People Page 17 of 27 Evidence: if they are suitable to work with vulnerable adults. All staff have completed Safeguarding Training and more recently Deprivation of Liberty training. Staff also discuss safeguarding and whistle blowing policies during their staff meetings to ensure they remain aware of their responsibilities. A local advocacy service visits regularly and this allows people in the home the opportunity to discuss any problems with someone independent of the service. Care Homes for Older People Page 18 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a warm, comfortable and safe environment. They can access all areas of the home, which encourages independence. Evidence: Eagle View is a purpose built home and laid out over three floors. There are small lounges and dining areas on each floor and there is a passenger lift that allows people to access all areas. The bathrooms are large and are equipped with hoists so people can be assisted in to the bath. These rooms were found to be clean and hygienic. There is a handyman employed to ensure that small tasks are completed quickly such as replacing light bulbs. The bedrooms are all single ensuite rooms and some of those seen had been personalised by the occupant. On the lower ground floor there are several adjoining single bedrooms. This allows for couples to remain together whilst providing a degree of privacy when staff need to assist with personal care. The manager has introduced decor around the building to assist people with memory problems. These include textile wall hangings, bags and scarves hung on the handrail, baskets with removable objects in them and different items fixed to the wall such as decorators equipment, cleaning equipment and pens. These encourage interaction from the people in the home and they are able to move any of the items around the home as they wish. The manager is looking at providing other decor that might help people identify the home as somewhere familiar as well as looking to improve the Care Homes for Older People Page 19 of 27 Evidence: outdoor area to create more usable outdoor space for people in the home. The laundry is situated on the lower ground floor and has two washers both with sluicing facilities. The staff employed were aware of the infection control policy and were seen to be using protective clothing when necessary. 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. People are supported by staff who receive regular training and in sufficient numbers to ensure they are properly supported. Evidence: The staffing levels at Eagle View are consistently at the level agreed during the registration process. The care staff are supported by seniors who in turn are supported by the manager. All the staff have either a Criminal Records Bureau disclosure or a POVAFIRST check whilst waiting for a Criminal Records Bureau disclosure. The six staff files seen contained a completed application form, two written references, and training and development notes. Training is offered on a rolling programme by a separate part of the company that owns Eagle View. This training covers, health and safety issues, first aid, infection control, fire safety, and manual handling. Evidence was also available that a dementia awareness course is also provided to all staff. There is also a rolling programme for National Vocational Qualification (NVQ) level 2 in care and the senior carers are encouraged to complete the NVQ level 3 in care and if possible level 4. Currently 18 of the 31 care staff have an NVQ level 2 in care. The staff spoken with said that they received formal supervision and this was confirmed by the manager and records were seen in their files. There are monthly staff meetings to ensure all staff can remain informed about the Care Homes for Older People Page 21 of 27 Evidence: plans for the home and keep up to date on any changes in policies. The staff observed during the visit treated people with respect and dignity in all interactions. They took time with the people in the home and asked for their choices even when it was difficult for them to understand. People spoken with said that the staff treated them well and that they were well cared for. Feedback from relatives indicated that staff were always polite and respectful one said the staff are very kind and I find the staff caring and helpful all round and the staff are always reliable Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People live in a home where the management is in place to protect their health and safety Evidence: The manger has been in post now for four years she is experienced and qualified. She receives support from the area and service managers within the organisation. She had a good understanding of the issues around older people with dementia and the aging process. The staff said that she operates an open door policy and often helps staff with their daily tasks. The feedback received said the manager was approachable. People spoken with said that she always takes time with them if they want to speak to her and interactions observed during the site visit confirmed this. Feedback received from staff surveys indicated that they receive good support for her. One said It is well managed by Carol who is always efficient and very kind to all the residents as are the staff Care Homes for Older People Page 23 of 27 Evidence: There is a quality assurance system in place. This consists of monthly visits as required by regulation 26 of the Care Homes Regulations 2001, there are also staff meetings and meetings for people who live in the home as well as questionnaires that go out to stakeholders ever three months. This information is then used to plan the day-to-day programme as well as an annual programme of development. The minutes of the meetings were seen and covered areas such as activities, food and entertainment. Personal monies are held in the safe at the request of people in the home. The cash and records were seen and all totals balanced. Receipts are also maintained and these are kept with the financial records. There is a health and safety policy in place and staff are encouraged to read it every year. The equipment in the home is serviced at the necessary intervals for each one. The lift is serviced every three months. The fire alarm systems are serviced annually and the alarms are tested weekly every Wednesday. The staff have received training in manual handling, first aid, infection control, health and safety and fire awareness. This is arranged in-house and staff confirmed they had been on the training and if they missed it they were aware of when it was due again. All accidents are recorded and where necessary reported to the Commission. These records are used in the care planning process. 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 1 1 The Statement of Purpose and Service User Guide should be expanded to include all the diversity strands to show all members of the community would be welcome at Eagle View. The complaints policy should be readily available in different formats so that is accessible and understandable by everyone in the home. 2 16 Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. 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