Care Home: Fennell Court

What the care home does well People live in self contained apartments which are fitted and furnished to a very high level and give the individual the opportunity to experience and develop independent lifestyles within a care home environment. They are supported by a manager and staff who are well trained and enthusiastic and dedicated to the aims and objectives of the home. Before people come to live at the home a very thorough assessment is done to make sure that the home is the right place for them in meeting their care and development needs. A very thorough and detailed care plan is then developed to make sure that staff know how to support people in the way they want to be supported to meet their needs and to build their independence. Staff know how to recognise any signs of abuse and what to do to keep people who live at the home safe. The manager makes sure that people have their ability to make decisions about their health and care assessed under the mental capacity act and any deprivation of their liberty would be properly assessed and managed within current legislation. What has improved since the last inspection? This is the first inspection of Fennel Court and there is only one person living at the home. In several areas the home shows promise of providing an excellent service and this would be recognised by the Care Quality Commission at the next key inspection if the home shows that current standards have been sustained. What the care home could do better: Staff need to be careful that they don`t compromise people`s dignity by talking about them in their hearing or interrupting them when they are in conversation with other people. Key inspection report Care homes for adults (18-65 years) Name: Address: Fennell Court Fennell Court School Crescent Dewsbury W. Yorkshire WF13 4ES     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: Gillian Walsh     Date: 1 9 0 1 2 0 1 0 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 Adults (18-65 years) Page 2 of 27 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 Adults (18-65 years) 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 Adults (18-65 years) Page 3 of 27 Information about the care home Name of care home: Address: Fennell Court Fennell Court School Crescent Dewsbury W. Yorkshire WF13 4ES Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Miss Kirsty Louise Longbottom Type of registration: Number of places registered: care home 8 Voyage Limited Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: The maximum number of service users who can be accommodated is 8 The registered person may provide the following category 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: Service users with a Learning Disability - Code LD Date of last inspection Brief description of the care home Fennel Court is a purpose built care home offering accomodation for eight people with learning disability in individual self contained apartments. The home was newly registered with the Care Quality Commission in August 2009. The home offers some communal areas including a lounge, kitchen and enclosed garden but focuses on supporting people toward a more independent lifestyle. Care Homes for Adults (18-65 years) Page 4 of 27 Over 65 0 8 Brief description of the care home The service is located in Dewsbury has good access to local shops and facilities and is easily reached by local buses. The manager told the Commission in January 2010 that the current basic fee is £1,550 per week which includes forty nine hours per week of one to one support. Care Homes for Adults (18-65 years) 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: two star good service Choice of home Individual needs and choices Lifestyle Personal and healthcare support Concerns, complaints and protection Environment Staffing Conduct and management of the home peterchart Poor Adequate Good Excellent How we did our inspection: This was the first key inspection of Fennel Court since its registration with the Care Quality Commission and was undertaken to make sure that the service meets with current care home standards and regulations. As part of the key inspection we looked at any information we may have received about the service and the information given to us by the service. We also made a visit to Fennel Court where we were able to meet with the person who lives there, some staff, and the manager. We also had a look around the home and checked some care records and other documentation. Before the visit we sent an Annual Quality Assurance Assessment form known as an AQAA to the manager. This is a self assessment form in which the manager can tell us how the service is doing, any problems they have encountered and any plans they have to improve and develop the service. The AQAA also gives us some numerical Care Homes for Adults (18-65 years) Page 6 of 27 information about the service. The manager completed the AQAA very well and returned it to us within timescales. We sent some surveys for the person who lives at the home or their family to tell us about their experience of the home. Surveys were also sent to staff working within the home and healthcare professionals involved with the home to tell us how they think things are going. Care Homes for Adults (18-65 years) Page 7 of 27 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 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 Adults (18-65 years) Page 8 of 27 Details of our findings Contents Choice of home (standards 1 - 5) Individual needs and choices (standards 6-10) Lifestyle (standards 11 - 17) Personal and healthcare support (standards 18 - 21) Concerns, complaints and protection (standards 22 - 23) Environment (standards 24 - 30) Staffing (standards 31 - 36) Conduct and management of the home (standards 37 - 43) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Adults (18-65 years) 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, what they hope for and want to achieve, and the support they need. People can decide whether the care home can meet their support and accommodation needs. This is because they, and people close to them, can visit the home and get full, clear, accurate and up to date information. 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 the person 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. People are not offered a place at the home unless a pre admission assessment confirms that all of their care and lifestyle needs can be met there. Evidence: The manager said that people would not be admitted to the home unless a full assessment of their needs had shown that the home was appropriate for them and that they could be sure that their needs could be properly met there. To do this the manager said that she and a referral and assessment manager from within the company would go to meet the person and complete an assessment of their care, development and social and leisure needs. We looked at the pre admission assessment form that had been completed for the person who is living at the home. The form was very comprehensive and had been completed with a lot of care and detail. The assessment form had headings which included areas such as mobility, Care Homes for Adults (18-65 years) Page 10 of 27 Evidence: personal care, behaviour and mood, physical and mental health, communication and daily routine. Under each heading there were sub headings for the assessor to record the abilities of the person, the support they would need and any risks to the individual. The assessment then goes on to record initial recommendations when developing a care plan, priority risk assessments and any equipment the person would need. It was very positive to see that the assessment also considers any extra or specific training staff at the home would need to make sure that the needs of the individual would be fully met. As well as the homes own assessment the care file included assessments of the persons needs from their previous care facility and the placing authority. Care Homes for Adults (18-65 years) Page 11 of 27 Individual needs and choices 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 needs and goals are met. The home has a plan of care that the person, or someone close to them, has been involved in making. People are able to make decisions about their life, including their finances, with support if they need it. This is because the staff promote their rights and choices. People are supported to take risks to enable them to stay independent. This is because the staff have appropriate information on which to base decisions. People are asked about, and are involved in, all aspects of life in the home. This is because the manager and staff offer them opportunities to participate in the day to day running of the home and enable them to influence key decisions. People are confident that the home handles information about them appropriately. This is because the home has clear policies and procedures that staff follow. 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 to manage their lives and make decisions about their care. Evidence: The manager explained that care plans would, wherever possible, be developed with the person concerned and documentation shows that the plan is designed to be personal to the individual and that they are encouraged to take ownership of it. To demonstrate this, the first page in the care file says The information in this file belongs to......... followed by the persons name. It goes on to say that permission must be sought to read it. The care plan for the person living at the home was still being developed in line with the pre admission assessment but already included all of the information staff would need to make sure that they supported the person in the way they need and prefer. The majority of the care plan is written in the first person and therefore from the view Care Homes for Adults (18-65 years) Page 12 of 27 Evidence: of the individual. For example the care plan said If I dont understand what you are saying I will..... and I will need reassurance..... This is very positive and makes the care plan easy to read and understand and therefore making sure that staff know how to meet a persons needs. Like the pre admission assessments, the care plans are divided into areas of need. Detailed information tells staff what the persons needs are and what they should do to make sure that the person is supported in the way they prefer. Each care plan also details the individuals short and long term needs in each area. Very detailed risk assessments are included in the care file. Whilst it is positive that risks to the individual are being considered, we found, through speaking to the manager, that some risks had been identified without any real foundation. For example risk assessments were in place to keep toiletries out of reach of the individual but there is no history of the person using toiletries in a way which would cause them harm. Risk assessments should be in place to support individuals safety in taking considered risks, for example how to keep safe whilst going out alone rather than to cover every possible perceived risk. The manager understood this and recognised a need to relook at some of the ones in place. The manager said that people living in the home would be supported to use independent advocates wherever the need arose. She also confirmed that people would have assessments of their ability to make decisions under the mental capacity act and that wherever a person was subject to a deprivation of their liberty, for example not being able to leave the home alone or due to the coded lock on the front door, appropriate assessments and agreements would be completed. To make sure that staff are aware of the persons needs and how they can support them, the care plan file has a page for staff to sign to confirm that they have read it. Care Homes for Adults (18-65 years) Page 13 of 27 Lifestyle 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 can take part in activities that are appropriate to their age and culture and 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 and the home supports them to have appropriate personal, family and sexual relationships. People are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. Their dignity and rights are respected in their daily life. People have healthy, well-presented meals and snacks, at a time and place to suit them. People have opportunities to develop their social, emotional, communication and independent living skills. This is because the staff support their personal development. People choose and participate in suitable leisure activities. 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 very well supported and have the facilities to live as independent a lifestyle of their choice as possible. Evidence: The manager said that people who come to live at the home would be encouraged and supported to attend local colleges or to seek appropriate employment wherever this was a part of their lifestyle and development needs and choice. The initial assessment and care planning process takes further education and employment into consideration. Although the home is very new, links have been made within the local community. Before the home opened, local people and people from community groups and services were invited to the home so that they could get an understanding of the people who might be living there and what the aims and purpose of the service are. The manager explained that schemes run by the local church such as dog walking and Care Homes for Adults (18-65 years) Page 14 of 27 Evidence: gardening are things that she hopes people who live at the home will become involved in. She also spoke of a community warden who they aim to become involved with. The person who lives at the home has already been attending sports and social facilities in the area and documentation showed that other facilities were being explored. There is a small room in the home where a number of games and other equipment for leisure within the home is stored. There are also files of information of places to go for day trips and menus for local take aways. The care plan includes a section for supporting people to maintain relationships with their families, friends and professionals who play a part in their lives and in their support. The care plan also includes supporting and developing living and domestic skills. People who live at the home have in their apartment a kitchen area including worktops, fridge, built in oven and safety hob and a microwave oven. They each have their own pots, pans, crockery, cutlery and a dining table to make sure that people have everything they need to lead as independent a lifestyle as possible. On the day of the visit, the person who lives at the home had been to the supermarket with staff to buy their provisions and was then supported by staff to cook their lunch in their apartment. Although there is a dining table in the homes main kitchen this is not intended as, and is not big enough, to use as a communal dining facility and people will always be supported to do their own cooking and therefore live as independently as possible in their own apartment within the support of a communal and staffed living facility.This means that each persons routine will be personal to them and not dictated by the home. Care Homes for Adults (18-65 years) Page 15 of 27 Personal and healthcare support 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 receive personal support from staff in the way they prefer and want. Their physical and emotional health needs are met because the home has procedures in place that staff follow. If people 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. If people are approaching the end of their life, the care home will respect their choices and help them to 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. People can be confident that their health and personal care needs will be met. Evidence: During the visit we spent time observing staff engagement and interaction with the person who lives at the home. We saw that the person had developed a friendly relationship with the staff and staff displayed a real fondness for the person. We noticed a couple of occasions when staff may not have fully considered the dignity needs of the person living at the home. For example there were occasions when staff talked about the person within their hearing and interrupted when the person was talking to us. Whilst this was clearly well meant, when we brought it to the attention of the manager she agreed that this was an area which she needed to work on with the staff. As there are no communal facilities, alll personal care takes place in peoples apartments and therefore makes sure that their privacy is ensured. Care Homes for Adults (18-65 years) Page 16 of 27 Evidence: The assessment and care planning procedures make sure that peoples personal support is appropriate to their choice, ethnic, religious and cultural backgrounds. We looked at what arrangements the home has in place to make sure that people have their healthcare needs met. The manager explained that good relationships have been developed with local GPs and that people would be supported to use healthcare facilities as people living in their own home would. This means that people will visit dentists, opticians and GPs whenever possible but that arrangements would be made for them to be visited in the home if needed. Healthcare needs are considered and plaaned for very well within the assessment and care planning process. We looked at the arrangements for managing medications at the home. The person living at the home was having their medication managed by staff and we looked at the ordering and storage arrangements. A monitored dosage system is in place and the ordering and storage arrangements appeared safe. The medications were stored within a small, locked internal room on the ground floor and were in a locked trolley. The signatures of administration were correct and stock balances matched with the administration records. Within the care file there is a page of information about the medication the person takes and what they take it for. Care Homes for Adults (18-65 years) Page 17 of 27 Concerns, 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. Their concern is looked into and action taken to put things right. The care home safeguards people from abuse, neglect and self-harm and takes action to follow up any allegations. 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 can be sure that their complaints will be taken seriously and that they will be protected from abuse. Evidence: The homes complaints procedure is made available to people who live there and to their friends and families within the service user guide. In addition to this all people who go to live at the home are provided with I am worried cards. These can be completed and sent in the pre paid envelopes provided to the homes head office. They are then guaranteed that they will be visited in private by a person from head office. This will be done as part of a general visit to the home so that the persons confidentiality is maintained. The home only admitted their first person two weeks prior to the inspection and the manager confirmed that there had not been any complaints or concerns raised. The manager said that she would view any concerns raised as a part of quality assurance so that lessons could be learned and improvements made. A safeguarding policy is in place and staff have have received training in safeguarding people from abuse and neglect. We spoke to a member of staff about their understanding of safeguarding and they knew how to recognise and report abuse to the relevant authority. Care Homes for Adults (18-65 years) 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, comfortable, 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. People have enough privacy when using toilets and bathrooms. 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 provides people with very pleasant self contained living accommodation fitted and decorated to a high standard. Evidence: The home was registered approximately six months ago only one person has been living there for two weeks. Therefore all of the furniture, decor and fittings are brand new. The home is set over two floors and comprises eight self contained apartments. Each apartment has a kitchen area with a fridge, built in oven, safety hob, microwave oven and kitchen sink. There is an area for dining with a table and four chairs and a carpeted sitting area with a leather settee and television. There is then a bedroom which is fully fitted and big enough if the person wanted a double bed and an en suite shower room and toilet. The manager explained that if a person wanted a bath, this could be fitted without any problem. Apart from the en suite, the apartments are fairly open plan but the manager said that a door could be fitted between the living and bedroom areas if the person wished. Each apartment is slightly differently decorated to give people more choice. All of the apartments provide very pleasant and comfortable living accommodation. The Care Homes for Adults (18-65 years) Page 19 of 27 Evidence: furniture, fittings and decor is of a very nice standard and all crockery and cooking equipment is provided. There is a large main kitchen with a dining table although this would not be big enough for eight people to use at once and a comfortable communal lounge area with seating for approximately six people. The manager explained that it was not the intention of the home for people to spend large amounts of time in the communal areas but to lead more independent lifestyles in their apartments. There is a laundry room were people who live at he home are supported to do their own washing and ironing. During the visit the fire officer was completing his checks on the fire safety of the building and was satisfied with the results. There is an enclosed garden and patio area in which the manager hopes people will get involved in gardening. People who live at the home will be supported to clean and maintain their own apartment and staff will make sure of the cleanliness and hygiene of communal areas. Environmental risk assessments are in place and COSHH data is available for all of the products used. The home was very clean and tidy during the visit and the manager explained that people are employed within the company to make sure the home is well maintained. Care Homes for Adults (18-65 years) 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, qualified 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. People’s needs are met and they are supported because staff get the right training, supervision and support they need from their managers. People are supported by an effective staff team who understand and do what is expected of them. 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 a staff team who have been safely recruited and appropriately trained. Evidence: The manager said that all staff have an induction specific to the home and also follow the common induction standards programme. All of the staff have completed a distance learning course within the company and have all achieved the learning disability qualification. One of the care holds the NVQ (National Vocational Qualification) level 2 in care and another is currently studying for NVQ level 3 in care. The manager said that all of the other staff have applied and are waiting to start the NVQ programme. Two personnel files for staff working at the home were looked at during the visit. Both were seen to contain a number of training certificates covering areas including fire safety, moving and handling, deprivation of liberty and safeguarding. The manager said that she keeps an overview of training to make sure that all of the staff are up to date and have received the training they need to meet the needs of the Care Homes for Adults (18-65 years) Page 21 of 27 Evidence: people living at the home. The files showed that appropriate checks and clearances including references and a criminal records bureau check have been obtained prior to their employment. The manager explained that the company has an agreement with the Commission that staff references will be held at their central office. Where such an agreement is in place a member of staff from the Care Quality Commission visit the head office to check that the references are in place. The manager said that the references are faxed to her for her consideration when she is selecting staff. Care Homes for Adults (18-65 years) Page 22 of 27 Conduct and management of the 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 have confidence in the care home because it is run and managed appropriately. People’s opinions are central to how the home develops and reviews their practice, as the home has appropriate ways of making sure they continue to get things right. The environment is safe for people and staff because 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. They are safeguarded because the home follows clear financial and accounting procedures, keeps records appropriately and makes sure staff understand the way things should be done. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and procedures are followed to make sure people are safe. Evidence: The home manager has experience working in the health and social care field and whilst she has previously been a deputy manager this is her first home manager appointment. She is qualified to NVQ level 4 and has been registered with the Care Quality Commission as the registered manager. The manager is continuing to study for further qualifications relevant to her position along with keeping updated with mandatory training. As part of the inspection process we sent a self assessment quality assurance document known as an AQAA (Annual Quality Assurance Assessment) to the manager. This document is for the manager to tell us how the home is doing, any problems they are facing and any changes or improvements they are planning. Care Homes for Adults (18-65 years) Page 23 of 27 Evidence: The manager completed the form to a good standard and returned it to us within the required timescale. As the home is very new and there has only been one person living there for a very short time, they have not had the need or opportunity to conduct any real quality assurance programme. The manager said that they do have quality monitoring processes in place and will follow the programme as they get people living at the home. There are policies and procedures in place to make sure that the health and safety of people living and working at the home are maintained. There is a very robust risk assessment system process and the risk assessment file was seen to be very detailed. Care Homes for Adults (18-65 years) 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 Adults (18-65 years) 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 18 Staff should be careful not to compromise the dignity of people by talking about them in their hearing. Care Homes for Adults (18-65 years) Page 26 of 27 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 Adults (18-65 years) 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!