Care Home: Ermine House

Similar services:

• Byars Care Home
• St Marys Nursing Home
• Bramble Lodge
• Parkmanor Residential Home
• Thornham Grove
• Hunter`s Lodge
• London Road Neurological and Specialist Care Unit
• Carlton Care Home

What the care home does well This home provides a pleasant clean and very well decorated environment for residents. The home has provided evidence prior to this inspection, which shows that the home continues to meet the needs of the residents. Those resident`s spoken to expressed their satisfaction about all aspects of the care provided. Comments received were `the food is always very good the staff are always very kind and helpful, ` I have been here a long time and I am very happy. Staff are very good they will do anything for you. The staff are very friendly and cheerful. One residents stated that when I press my buzzer the staff are here straight away. The carers were observed throughout this visit as being competent, kind and polite when speaking to people. What has improved since the last inspection? The manager confirmed that they are undertaking ongoing training to improve and personalise residents care plans. This includes a greater understanding of what is in the residents best interests and other aspects relating to their general welfare in relation to the Mental Capacity Act and Deprivation of Liberty Safeguards. What the care home could do better: Care plans must address the issues of individual residents privacy and dignity and how this is to be delivered. This would ensure that individual residents have their say as to how their privacy and dignity is to be maintained given the daily routines that communal living imposing on them. If care plans are to be written in the first person they must involve input from the person and should show this. They should also include more information about the Mental Capacity Act. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Ermine House Laughton Way Lincoln Lincs LN2 2EX     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: Douglas Tunmore     Date: 1 2 0 5 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: Ermine House Laughton Way Lincoln Lincs LN2 2EX 01522529093 01522560812 manager.ermine@osjctlincs.co.uk 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) : The Orders Of St John Care Trust care home 45 Number of places (if applicable): Under 65 Over 65 45 old age, not falling within any other category Additional conditions: 0 The maximum number of service users who can be accommodated is 45 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 Date of last inspection Brief description of the care home Ermine House is situated on the Ermine Estate in the City of Lincoln and is approximately one and a half miles from the City Centre. The home is close to local shops, library and church and is on a direct bus route into Lincoln. The home is registered for 43 residents over the age of 65. Accommodation is provided on two floors, which is accessible via a shaft lift or stairs. Lounges are situated on both floors with the dining room situated on the ground floor. The homes statement of purpose states that the home aims to provide its residents with secure, relaxed and a homely environment in which their care, wellbeing and comfort are of prime importance. The home is a group of homes run by the Order of St John Trust, (OSJT) which is a registered charitable organisation. Limited car parking is to the front of the building for Care Homes for Older People Page 4 of 27 Brief description of the care home the use of visitors and care staff. 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 three star. This means the people who use this service experience excellent good quality outcomes. This was an unannounced visit and it formed part of a key inspection, focusing on key standards, which have the potential to affect the health, safety and welfare of people who use the service. From 1 April 2009 the duties of The Commission for Social Care Inspection (CSCI) has been taken over by the Care Quality Commission (CQC), the new independent regulator of all health and social care in England. Throughout this report the terms we and us refer to the Care Quality Commission (CQC). We took into account previous information held by us, including the previous inspection Care Homes for Older People Page 6 of 27 report, their service history and records of any incidents that we had been notified of since the last inspection. Before we made our visit the provider had returned the Annual Quality Assurance Assessment (AQAA). This gave us information about their own assessment of how well they are meeting standards and their plans to improve aspects of the service. We also received five surveys from people living in this home, two surveys from care staff and one from a visiting health care worker. The main method used to carry out the inspection is called case tracking; this includes following the care of a sample of two people through their records and assessing their care. We spoke with the manager, two residents, one carer, the maintenance man, the cook and a visiting health care worker, plus the administrator. The manager was informed of the general outcomes of this inspection. We were told that the current fees for a weeks stay at the service range from four hundred and fifty nine pounds to six hundred and twenty one pounds depending on the level of care required. Extras charged for include chiropody, hairdressing toiletries and newspapers. The providers Service Users guide and the last inspection report is available from the manager. 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. 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 8 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 9 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. There was information available to enable residents to make a choice as to whether or not to enter the home. People received an assessment, which resulted in their needs being met. Evidence: The providers AQAA told us that, a full pre-admission assessment on all potential clients and a letter of confirmation is issued if the Home can meet their needs. Detailed care plans are developed according to the needs of the resident. Trial periods an be arranged if required. A clear contract and terms and conditions are given to all residents on admission. All residents have access to the Homes statement of purpose and are given a residents guide. A review of all information available prior to this inspection and evidence seen at this inspection in residents files and care plans showed that the home does not admit Care Homes for Older People Page 10 of 27 Evidence: residents without a care assessment being undertaken. Prospective residents are also written to by the home confirming that they can meet the residents care needs or not. Five residents surveys returned showed that the majority felt that they had received enough information about the home before they moved in to help them to decide if it was the right place for them. They also confirmed that they had received a contract from the provider. A number of residents were supported in completing their surveys. A specific comment made was, I was a visitor for quite a number of years before my mother was admitted into Ermine House. So therefore I knew how good it was. One resident confirmed that she had been to look at the home prior to admission she stated that, I came here for two nights and I am still here after all these years. I am very pleased and always have been. The service does not cater for people with intermediate care needs. Care Homes for Older People Page 11 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 health and welfare needs of people living in the home are fully met. Medication is safely administered. Care plans do not address the individual intimate care needs of residents and their wishes regarding their privacy and dignity. Evidence: The providers AQAA informs us that, all residents are subject to a comprehensive assessment on admission. A care plan is developed with the resident which gives a clear indication of needs and promotes their privacy, independence and dignity. There after care plans are reviewed monthly and in more detail on a six monthly basis. Peoples surveys confirmed that they always receive the medication and health care support that they need. A specific comment made was, when theres a problem the care leaders always give support. We looked at those files of two people who were being case tracked and found that care plans evidenced that accidents are recorded in the homes accident book and in Care Homes for Older People Page 12 of 27 Evidence: the resident daily notes. The home also uses body maps for the mapping of any cuts or abrasions to residents. Files seen also confirmed that health care professionals visit the home when required by the residents. One resident confirmed that she sees the district nurse on a weekly basis and her doctor when he is required. She also commented that the care staff look after her very well and that she is very happy with the care she gets. We looked at care plans of two people, which were person centred and had been written as if the person had completed them themselves. They did not tell us whether the person has written these or the level of their involvement. Records now need to make reference to the Mental Capacity Act and the manager evidenced that training is taking place to ensure that all staff are aware of how to assess and record in care plans. Two staff surveys showed that they are given up to date information about the needs of people that they care for, which is in their care plans. One carer expressed the view in her survey that the residents come first, we listen to their needs and hopefully we do provide for their needs and wants. Those care plans of two residents being case tracked showed that their dignity and privacy must be maintained at all times. However, there was no information in the care plans to suggests how their individual intimate needs were to be met. The manager stated that she would address this issue and get staff to discus with people their personal care needs and how these should be met. A carer was aware of maintaining the privacy and dignity of residents and treating them with respect. One survey completed by a health care visitor told us that, carers always refer residents to the distract nurse team whenever they have any health concerns. She also confirmed that residents health care needs are met by this care service. The survey also informed us that the service usually respects individuals privacy and dignity. A visiting community nurse stated that she is always made welcome at this home and the communication between the provider and herself is excellent. She also said that the home is brilliant letting us know when they need to visit when a resident is unwell. She confirmed that the staff carryout instruction as required. The pharmacist inspected the home on the 6th May 2009 and recorded that storage Care Homes for Older People Page 13 of 27 Evidence: and administration records of medication is carried out appropriately. Due to this no inspection by the regulator of medication was undertaken. The providers training file informed us that care leaders receive training in the administration of medication. One resident confirmed that she does not self medicate and she receives her medication on time during the day by staff. 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. People are able to take part in various interesting activities and maintain contact with family and friends as they wish. Meals provided are well balanced and take into account personal preferences and special dietary needs. Evidence: The providers AAA confirms that, there are flexible meal times, church services, residents meetings, Hairdresser, Chiropodists, regular menu changes, Craft class, various activities. Access to motorised scooter for outside trips, shops etc. Home has its own minibus. Residents are encouraged to maintain strong links with community. We have now got a new painting teacher on a Wednesday which is popular. We have two new volunteers, one who is qualified in homoeopathy, and deliver hand massage. They also work alongside the Activities Co-ordinator, so activities can continue when the Co-ordinator is not available. Surveys from people showed that three felt that there are always activities in the home and two felt that there were usually activities available. Three surveys also showed that they always liked the meals at the home and two felt that they usually did. One comment was my husband and I usually have a meal once a week, the Care Homes for Older People Page 15 of 27 Evidence: menus are very good. The cooks and their team do a sterling job. Another observation was the new activities lady is excellent, she trys to encourage the residents to take part The activities organiser works 30 hours a week. On the day of the visit one of the three activity helpers was organising a game in one of the lounges, which was throwing bean bags at a target in the centre of the lounge. She confirmed that a number of activities are undertaken daily with people. Those people engage in this activity confirmed that they enjoyed the events and wanted to join in. There was an activities notice board giving details of all events throughout the week. One of the two residents being case tracked confirmed that he didnt want to join in any activities. He stated that staff will do anything for you, they are very friendly and cheerful. A second resident confirmed that they have painting one day a week in which she joins in. She also stated that she enjoys quizzes and going into the garden in the summer. She also said that she attends church services once a month. The health visitor made a comment in the survey that all the carers show a high level and standard of care. Long term residents are all very happy living there and appreciate the care. The inspector spoke to people after lunch who confirmed that the meals are very good and they enjoyed the food provided. Copies of the homes menu plan and client satisfaction sheets were seen and comments made were; lovely toasties, very nice tea, porridge is lovely, chocolate pud and sauce lovely. The last residents meeting minutes showed that meals were a main feature with comments made about the summer menu and other positive suggestions. 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. Clear policies and a responsive and caring staff team protect people in this home. Evidence: The providers AQAA tells us that, clear concise complaints policy, financial policy and procedures (including gifts policy), statement of purpose, residents guide. Abuse policy, both organisational and LAPC, No secrets. followed by a fully trained staff team who understands the importance of protecting our residents. Staff are encouraged to whistle blow. Promotion of advocacy services. All five residents surveys showed that they knew how to make a complaint and who they could speak to if they are unhappy. One specific comment was, if I have a problem, which isnt very often, usually the care leaders are helpful and sort things out. A member of staff spoken to had a good knowledge of the complaints procedure and told us what she would do should an allegation of abuse be made. Training records showed that relevant training had taken place in relation to safeguarding adults and further training events are to be held in 2009. Previous inspection records have shown us that past complaints and one safeguarding referral had been dealt with sensitively and appropriately. Care Homes for Older People Page 17 of 27 Evidence: Both residents who were being case tracked confirmed that they felt safe at this home and that they are friendly with all the staff. The visiting community nurse stated that I have never seen anything I would be concerned about, residents are always very happy and they have never complained to me. 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. Residents benefit from a comfortable and clean environment that meets their individual needs. Evidence: The providers AQAA states that, significant amounts are invested in upgrading the decor of the home and routine, planned maintenance and servicing, managed by central professionally qualified team. Peoples surveys showed that they all felt that the home is always fresh and clean. A Specific comment was the domestics do their utmost to keep the place in pristine condition. Its very rare there are any bad odours. Times are when there is, its soon rectified. Two residents stated that they liked their rooms and had brought some of their personal things with them when admitted. They also said that their rooms are kept clean, dusted and tidy and there are no unpleasant smells. At the last visit to the home one domestic worker stated that she had undertaken training in moving and handling, infection control, first aid and completed her NVQ National Vocational Training level one. The staffing rota showed that there are four Care Homes for Older People Page 19 of 27 Evidence: house keepers and a laundry lady to keep the home clean and tidy and see to residents laundry. The maintenance man was seen who informed us that he keeps a maintenance record of all repairs undertaken. He also stated that the refurbishment of the home is ongoing. On a previous visit in 2006 it was found that an ongoing refurbishment of the home is undertaken. There was also specialised equipment for the moving and handling of residents. The gardens are landscaped and have garden furniture so people can sit outside in a pleasant environment. Observation throughout this inspection were that protective aprons and gloves are always used when needed and various pieces of equipment was in use during the visit including hoists, specialist mattresses, raised toilet seats and grab rails. 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 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 adequately staffed with employees who were experienced, competent and trained to care for older people. People are protected by the homes robust employment procedures. Evidence: The providers AQAA tells us that, significant investment in training, recruitment policy, good terms and conditions. Recognise all staff member for their NVQ achievement. Staffing levels take into account dependency levels of residents. All staff undertake the new kills for Care induction programme, as well as Trust induction. All staff must successfully complete a probationary period. Staff are subject to robust checks before commencement of employment and issued with contract and terms and conditions. One member of staff seen confirmed that she had undertaken training including; fire training, first aid, moving and handling, infection control and health and safety plus safe handling of medication. We looked at the providers training programme, which evidenced that training is undertaken to ensure that staff can meet peoples needs. The providers AQAA and training programme also showed that eighteen staff have undertaken NVQ (National Vocational Qualifications in caring for the elderly) level 2 or above and three are working to wards level 2. Care Homes for Older People Page 21 of 27 Evidence: Staff surveys informed us that their employer had carried out safety checks such as a criminal record bureau search and prevention of vulnerable adults check prior to starting work. They also confirmed in their surveys that they undertook induction training, finding out how the home works and meeting people who live there. They also felt that they received further training, which helps them understand the needs of residents and keeps them up to date with new ways of working. One carer confirmed that she had undertaken employment checks carried out by the provider. This included obtaining two references, a criminal record bureau check (CRB), and a formal interview. In house training relating to safeguarding has been undertaken and was documented in the training programme. We looked at two carers personnel files and found that checks had been undertaken. We looked at the staff rota, which confirmed that appropriate staffing levels are being maintained that ensures a mix of skills are available to meet the needs of residents. A carer felt that there was enough staff most of the time and that moral was good throughout the staff team. She also confirmed that she had received The General Social Care Councils code of practise, which outlines codes of professional practises for social care workers. Peoples surveys inform us that staff listen and act on what they say and that they, staff are available when we need them. Two comments were, yes very much so they do listen to what we say. The staff have a lot of residents to look after. Ive never had any problems. Comments received from two people were, Its alright here I carry on as normal, staff do anything for you they are very friendly. A second resident said I have a buzzer and staff come very quickly, sometimes I wait a bit. The staff have lots of training days and I have never found they couldnt do anything for me. 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. The home is managed competently and the staff team are supported in carrying out their respective roles. The views of people are listened to and they are involved in decisions affecting them. Evidence: The current manager of the home as with other managers within this organisation have had an internal rotation to other homes. The manager has been working at Ermine House for some six weeks. Due to her currently being a registered manager and that she has applied to CQC to change her registration to this named home no requirement will be made. The manager has worked in various care settings since 1983. She has the registered managers award, a NVQ level five in operational management as well as being a care assessor. One member of staff stated that the manager has fitted in well, she has a bubbly personality. She also has a lot of experience and knowledge about dementia, which will Care Homes for Older People Page 23 of 27 Evidence: be very useful. Observations made by the inspector during this inspection were that the manager had an approachable manner. She was also proactive in addressing those issues raised in this visit and will undertake changes as required. One resident commented in his survey that, Ermine House has a very good reputation. All the staff work wonderfully together, be it the cleaners, kitchen staff and the carers. The staff undertake residents meetings and audits are conducted both in house and by the organisation. We looked at the last summary of the in house audit, which included visitors as well as health care workers. The outcomes were that residents and visitors were happy with the care provided at this home. We looked at financial records of two residents monies, which is kept in a safe place. It was found that there is a clear audit trail in place and that an accurate record was kept with receipts for purchases made being available. We looked at residents files and found that they all had a record of clothing items or valuables that the residents have brought with them on admission. The service attained the IS09000/2000, which is awarded by an independent company who audit the homes systems against expected standards. The manager confirmed that none of the wheelchairs have safety straps nor has any resident been restrained. The providers AQAA identified that there are a range of policies and procedures available in the home relating to the health and safety of residents. This document also showed dates when equipment was serviced and fire alarm checked to ensure the safety of residents and staff. 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: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!