Care Home: Garendon Residential Home

What the care home does well People who live in the home were all very positive about the care they receive and the friendliness of the staff and management of the service. Assessment and care planning are detailed, to enable staff to provide individual care. Peoples independence is stressed so that they can choose what to do with their lives and have the skills to be able to act on this. People have a choice of food and are encouraged to eat a healthy diet . A range of activities and outings are organised for people and there are links to the community. people have a choice on daytime activity so that some go to college, some have voluntary jobs and people can choose to go out into in the community, and their safety is protected by the risk assessment system. The complaints process means that complaints are swiftly followed up. The facilities are bright, attractive, homely and odour free. What has improved since the last inspection? Issues of importance have been reported to us so that we can monitor that these are handled appropriately, which is the case. What the care home could do better: Staff training in all issues specifically to do with learning disabilities needs to be provided to ensure staff have all the skills necessary to meet peoples needs. A small number of risk assessments as to safe working practices need to be in place to fully protect people. Key inspection report Care homes for adults (18-65 years) Name: Address: Garendon Residential Home 50-52 Garendon Road Loughborough Leicestershire LE11 4QD     The quality rating for this care home is:   three star excellent 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: Keith Charlton     Date: 3 1 0 3 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 25 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Adults (18-65 years) Page 3 of 25 Information about the care home Name of care home: Address: Garendon Residential Home 50-52 Garendon Road Loughborough Leicestershire LE11 4QD 01509550468 01509550468 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Mr Biswanand Oozageer,Mrs Rajkumari Sabita Oozageer Name of registered manager (if applicable) Mrs Helen Catherine Thorpe Type of registration: Number of places registered: care home 14 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: No other additional conditions of registration apply Date of last inspection Brief description of the care home Garendon residential care home is registered to provide care for a maximum of14 people with learning difficulties. The home is in Loughborough and you can walk from the home to the town centre and nearby parks. It is also close to local bus routes, and bus routes to Leicester, Derby, Nottingham and Melton Mowbray. The house has two lounge areas, a kitchen/dining room, 10 single bedrooms, and two double-rooms with en-suite facilities. There are also communal bathroom and toilet facilities. There is a large paved garden for people who live in the home to use. The fees for living in the home are #354 per week. Care Homes for Adults (18-65 years) Page 4 of 25 Over 65 0 14 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 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: The quality rating for this service is 3 stars. This means the people who use this service experience excellent quality outcomes. We, as it appears throughout the Inspection Report, refers to The Care Quality Commission. The inspection process consisted of pre-planning the inspection, which included reviewing the Annual Quality Assurance Assessment (AQAA), which is self assessment tool completed by the Manager of the service, We have sent surveys to people who use the service and staff. Those that we got back - nine from people and four from staff, were very positive regarding the standard of care that the home provides. The unannounced site visit commenced on the 31 March 2010 and was carried out by Keith Charlton. Care Homes for Adults (18-65 years) Page 5 of 25 The focus of the inspection is based upon the outcomes for people who use the service. The method of inspection was case tracking. This involved identifying people with varying levels of care needs and looking at how these are being met by the staff at Garendon. Two people who live in the home were selected. Discussions were held with five people who live in the home, the Manager and Registered Provider, and two members of staff. Care Homes for Adults (18-65 years) Page 6 of 25 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 7 of 25 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 8 of 25 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 living at Garendon have had their needs properly assessed before moving into the home so that staff are aware and can meet these needs. Evidence: We saw that there was a detailed assessment form which covered all key areas of peoples care, for example: physical disability, sight and hearing, oral care, food, psychological condition, hygiene, cooking, sleep, emotional health, social aspects including independence, culture and faith needs, physical care needs, medication, finance, risks etc. Because people have been living in the home for a number of years it was not possible to check they had been provided with sufficient written information about the home prior to moving in. Care Homes for Adults (18-65 years) Page 9 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The individual needs and choices of each person living at Garendon are well documented and acted upon by staff. Evidence: The AQAA stated that the service was developing life books, it promoted exercise, there was wide fine city evening is, healthy options as to eating, and all this was promoted in a positive fun way, starting courage walking and one resident participated as a volunteer in the Special Olympics. We case tracked 2 service users, NR and SC. At the time of inspection ( March), there were detailed care plans in place which included mobility, personal care and physical well-being, sight, hearing and cognition, diet and why its E.G sugar free diet due to diabetes and are, activities which included day trips, house holidays, accessing the community -- cinema pubs shops tea rooms, college twice a week and are, a voluntary job one day a week at a charity shop, -- this was confirmed to me by then or, meet sister-in-law once a week in Leicester for coffee, attends church on Sunday, Care Homes for Adults (18-65 years) Page 10 of 25 Evidence: hes content to go to the WC with regard to her confidence needs. There was no issue regarding falls in the fall prevention section, recovered mental state and cognition, social and religious interests, personal safety and risks -- E.G to encourage men are to practice good personal safety levels while maintaining her independence, medication, all professionals involved. They will risk assessments regarding diet, and sunburn which now been signed. It was shown that there were six monthly reviews. it was recommended record when she is due an opticians appointment. With regard to SC the care notes indicated on 29 -- three -- 10 that she went to warm to a local shop -- theyre showing her independence, she topped up by mobile phone -- again showing that she had choice and independence, she declined to have a bass -- again showing she exercise choice -- and she made herself a cheese sandwich and got her own packed lunch -- which showed her independence is encouraged. There was a sheet covering a low fat and healthy diet recommendations from her GP dated 16 -- 10 -- 09. The care plan again showed she had read and agree to it. The risk assessment also showed that she had a gambling problem and the home hands offered to take her to gambling anonymous which she refused and she had input from a clinical psychologist so now she has a daily budget to place a bet to limit her losses. So it was shown that the home had taken steps to identify the problem and solutions. As a staff member had said that there was one person, AG, who was unsteady on his feet, I briefly checked his care plan. Although there was a falls prevention section in the plan, there was no risk assessment regarding him specifically using the bathroom which I brought to the attention of the manager and she said that she would carry out specific risk assessment on this. Care plans detailed how independent residents were. For example residents were able to go out each day to various trips like shopping, to local cafes/pubs etc.SC was observed as going out for her normal walk around town on her own. NR was observed going out to medical appointments without staff. Relations between staff and res were observed to be relaxed and friendly.There was evidence of Residents Meetings which had all relevant issues in its including activities, food, asking everyone for their views generally, asking them about a new staff member and stating that staff would be helping them fill out their activity preferences. Care Homes for Adults (18-65 years) Page 11 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at Garendon have lots of opportunities to have a varied lifestyle. Evidence: We looked at the information of people who live at Garendon. People said that they were free to do what they wanted and people informed us as to their daily activities. I work in a charity shop one day a week and I go around town shopping and having a cup of coffee when I want to, one person said. Plans contain details of activities. These showed us that people are able to experience a varied social life. Some people go to College, people visit and stay overnight with parents, they go out shopping and for day trips on a regular basis, though there was comment but these were being cut down this year.The Manager said they will be able to do many activities that people want to do.There is an activity questionnaire for Care Homes for Adults (18-65 years) Page 12 of 25 Evidence: people to indicate their choices. There were activity record sheets recording varied activities such as Motown Soul night out, and bowling, both of which happened this year. People have a variety of activities in the community to choose from. The Manager said that people have the choice of having an annual holiday or a series of day trips, and the people we spoke to confirm that was the case. People said that they had a choice of holiday - in Britain, e.g. in Dover, or abroad, Spain etc. We saw that staff are sensitive to the needs of people living at the home. They were aware of the preferences of people in their daily activities. We saw staff talk to and interact well with people who live at the home. Staff also spoke in a friendly way with each person. People said that they enjoyed the food that the home provided, some of them were on a diet that they chose to be on, and the Manager said that there was an emphasis on healthy eating. A large supply of fruit was available on tables in the dining area, which showed evidence of a healthy diet. Menus were in place and had sufficient variety. People said that they helped with the cooking and there was evidence of that for one day a week on the menu. There is a menu review questionnaire for people to indicate their choices so that staff can act on these to produce food that is in line with peoples preferences. Care Homes for Adults (18-65 years) Page 13 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live at Garendon receive excellent support to meet their personal and health care needs. Evidence: People told us that they regularly go to medical appointments on their own, and that if they werent feeling well that staff would get a doctor in to see them. Staff are really quick to get the doctor if we arent feeling too good, one person said. We looked at the personal and health care records of people who live at Garendon. We saw that they have good access to health care services to meet their personal and health care needs as described in Care Plans. Looking at the records, we found that staff act quickly on concerns they have about peoples needs, and these prompt actions have resulted in a better quality of life for those concerned. On accident records these did not always described the injury, for example in February this year someone tripped and fell while out of the home, and the record did not describe the injury that this person sustained. The Manager said this would be followed up with staff. Care Homes for Adults (18-65 years) Page 14 of 25 Evidence: The AQAA states that they have specialist services as needed - speech therapy, neurology, GP, dentist, optician, OTs etc. We looked at medication management and found that staff are administering medication appropriately to people who live at Garendon, with no instances where medication was not signed as given. We also looked at how medication is stored and this was stored safely. We saw staff records and these showed us that staff have undertaken training in the administration of medication. Care Homes for Adults (18-65 years) Page 15 of 25 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 who live at Garendon can be confident that their concerns will be noted and acted upon, and they will be protected from abuse. Evidence: No, I have never needed to make a complaint and I dont think I ever will because its so nice here, one person said. We looked at the complaints procedure and saw that this is written in a format which is helpful for people living at Garendon to understand. However, the procedure does not give the complainant the choice to go directly to the Lead Agency if they wish, instead of the home. The Manager said this would be quickly rectified. We saw the Complaints folder with no complaints since 2005. We looked at staff training records, and talked to staff and found that staff have a good understanding of safeguarding policies and procedures as staff know what to do if they suspect that a person who lives in the home is being abused in any way though one staff member was unsure of all the outside agencies to refer to. Management said this would be followed up. The AQAA told us that people who live in the home have their own bank accounts. Staff support people living at Garendon in dealing with their money. We checked the financial records of two people living at the home, and found good recording of money Care Homes for Adults (18-65 years) Page 16 of 25 Evidence: transactions and monies tallied. Care Homes for Adults (18-65 years) Page 17 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People living at Garendon live in a homely, comfortable environment. Evidence: I love my bedroom - I can have all my things there, one person said. We looked at the communal areas of the homes and the bedrooms of people who live there. We found the communal areas to be brightly decorated and homely. The bedrooms were decorated to reflect the personalities and preferences of the people using them.The AQAA told us that the home promotes health and safety standards and that the environmental health officer visited in January 2009 and had no requirements or recommendations. The Manager talked about how maintenance is followed up swiftly and we saw that this was the case as the home was well maintained. The garden to the rear is kept in a good condition, and people said there was garden furniture so that they can use it when there is good weather. Care Homes for Adults (18-65 years) Page 18 of 25 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home have good staffing levels and support from a motivated and friendly staff team. Evidence: The staff are always there to help us and we like everyone who works there, one person said. The staff rota indicated that when all people were in the home, there was a minimum of two care staff on duty with a sleeping in staff member on duty at night. We talked to staff and saw them supporting people who live in the home. We saw good interaction between staff and people who live in the home, and staff demonstrated a good understanding of the needs of people living there and were friendly and joking with people, who all appeared to enjoy this attention. Staff staff said they were supported well to do their job by management, and there is detailed on going training relating to the job they do, and that there is regular supervision to help support them, which we found evidence of in staff records. We looked at a sample of staff records, and saw that all the necessary checks were made to safeguard people who live at the home. Care Homes for Adults (18-65 years) Page 19 of 25 Evidence: There is a training plan in place to deliver training this year. We looked at training records and this confirmed that staff have undertaken relevant training to help them in their roles, for example there was evidence of training in challenging behaviour, National Vocational Qualifications, diversity, palliative care, fire, safeguarding, person centred plans for health, Boots medication training, diabetes, mental capacity act, food hygiene, promoting choice, moving and handling, infectious diseases, report writing etc, though training has not yet taken place for specific learning disabilities issues - the Manager said that this would be followed up. We also saw that there was an operational plan for the home for 2010, for example in January the Manager set out that she needed to review their policies and procedures of the home, to do residents quality assurance questionnaires, to review care plans, review residents grab sheets and resident health action plans, and the fire risk assessment. This indicates that there is a thorough and systematic approach to working practices to ensure that peoples welfare is always promoted. There was also what is named a Float file where all up-to-date information of current issues is placed so that staff can read these and update their practice to current thinking. There was evidence that all staff had completed relevant National Vocation Training to increase their skills in delivering proper care to people and that four staff had gone on to complete higher level training that the standards require, which shows a positive emphasis on training and the committment of . Care Homes for Adults (18-65 years) Page 20 of 25 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. Health and safety systems are in place to protect peoples welfare at Garendon. Evidence: Helen is really good, she will help us with anything if we ask her, one person said. The Registered Manager, Helen Thorpe , has had management training and has achieved awards in management practice and has many years experience in managing care services. Helen was praised by staff for her efficient and supportive leadership. We saw Helen talking to people in a friendly and supportive way. There are quality assurance systems in place in that questionnaires go out to relevant parties to ascertain peoples views of the service so that improvements can be made if needed.The Manager produces a report analysing the results of the questionnaires. We saw that the residents and relatives questionnaires in 2010 were very positive and that there was 100 satisfaction with the care delivered by the staff. There are good systems in place to support staff - staff supervision is regular as staff Care Homes for Adults (18-65 years) Page 21 of 25 Evidence: all have supervision every two months. We saw evidence that staff meetings are frequent and include how to improve practice and help staff to strive toward the best quality practice to make sure peoples quality of life is as good as it can be. We saw evidence of Residents Meetings, e.g. in March this year the minutes contained relevant issues such as quality assurance, thanking people for keeping their bedrooms tidy, good behavior towards visitors, introducing a new staff member, money, one-toone activities that people would like to do, reviews, peoples concerns and preparing for Mothers Day etc. We checked some peoples monies records, which were found to be detailed and in order. The AQAA informed us of the policies and procedures the service works to, to ensure good health and safety practice in the home. We asked the Manager to risk assessed the radiators, and install radiator covers on them, if any were found to be a risk to people live in the home. She said she would quickly follow this up. We also saw that there were bolts to the inside of some peoples bedrooms, which could affect their welfare if staff need to get in in case of emergency. The Manager said that this would be followed up and the locks replaced to those that would respect peoples privacy, at the same time as allowing staff quick access to the room if needed. Water temperatures are regularly checked to ensure people are protected from scalding water. Fire risks were seen to be covered by regular testing and a fire risk assessment being in place. The staff we spoke to were aware of how to properly follow the fire evacuation procedure, though one staff member got the file procedure in the wrong order so the Manager needs to test staff so that they are fully aware of the fire procedure. Care Homes for Adults (18-65 years) Page 22 of 25 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 23 of 25 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 Adults (18-65 years) Page 24 of 25 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. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. 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