Care Home: Halland House

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What the care home does well The residents at Halland House benefit from good management of the home, that has a dedicated and experienced staff team, who are committed to providing consistent and high quality care, for the residents in their personal, health and social care needs. Staff work closely with the residents using appropriate forms of communications to ensure that residents individual support needs are met. The home has a homely and welcoming atmosphere, that is well maintained both externally and internally providing it residents with a comfortable and homely environment. The residents are provided with the encouragement and support, to enable them to make decisions in all aspects of their lives. This is carried out by regular consultation in groups or one to one working. Residents make decisions in regard to menu planning, activities, holidays and community involvement. Staff recruitment processes are stringent ensuring that all new staff are properly vetted prior to taking up employment in the home. New staff undergo appropriate induction and foundation training, receive regular supervision and work related training to assist them in meeting the assessed needs of the residents. What has improved since the last inspection? Residents are involved as much as possible in the development and review of their individual care plans, which include individual risk assessments. They are supported in this by key workers who used appropriate communication methods, to assist residents in making decisions in regard to their lifestyle and the support they require. All care plans are reviewed on a regular basis, and updated accordingly to reflect the residents changing needs, with a more detailed review involving the multi disciplinary team taking place annually. The complaints policy and procedure has been updated since the last key inspection and at the time of this inspection was due for another review. Some improvements have been made to the quality assurance system used in the home but this is still in the process of being developed more fully, to ensure that residents receive the highest standard of support and care. What the care home could do better: Care plans are not particularly user friendly and could be reorganised to ensure that all necessary information is collated more concisely resulting in a more user friendly document. Staff must adhere to infection control procedures to ensure that they do not place residents or themselves at risk. Staff should be reminded of the need to respect residents rights to privacy and dignity especially when personal care is being carried out. Key inspection report Care homes for adults (18-65 years) Name: Address: Halland House Halland East Hoathly East Sussex BN8 6PS     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: June Davies     Date: 1 9 0 5 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Adults (18-65 years) Page 2 of 28 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 28 Information about the care home Name of care home: Address: Halland House Halland East Hoathly East Sussex BN8 6PS 01825840268 01825840630 mail@garyrichardhomes.co.uk www.garyrichardhomes.co.uk Gary Richard Homes Ltd Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Type of registration: Number of places registered: care home 30 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 learning disability Additional conditions: The maximum number of service users to be accommodated is 30 The registered person may provide the following category/ies of service only: Care home only -(PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Learning disability (LD) Date of last inspection Brief description of the care home Halland House is situated on the main Eastbourne to Uckfield road in the village of Halland. There are two public houses within walking distance and a bus service providing links to the towns of Eastbourne, Lewes, and Uckfield. The home provides accommodation for up to 30 adults with a learning disability including one adult who is over the age of 65 years. The property is divided into three areas, a large detached house with two floors and a smaller lodge where the most independent residents live. The lodge has its own kitchen but main meals are prepared in the house. There are Care Homes for Adults (18-65 years) Page 4 of 28 Over 65 0 30 Brief description of the care home large gardens providing an area for relaxation and recreation as well as an area for an Evergreen gardening project and next to this a new Animal Husbandry project. There is a day centre within the grounds which some of the service users attend and it has a dedicated staff team. Fees for occupational activities are charged at thirty five pounds per day. The residential fees charged are assessed on an individual basis and can be obtained from the registered manager on application to Halland House. Copies of the most recent Inspection report are available form the provider upon request. Care Homes for Adults (18-65 years) Page 5 of 28 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 key unannounced inspection was carried out on the 19th May 2009 over a period of 7 hours. During this inspection the inspector spoke with the Assistant Manager, four residents, and six members of staff. A tour of the premises and grounds took place. The inspector looked at the management of medication, and all documentation relating to the key standards inspected. Some information sent to CQC in the Annual Quality Assurance Assessment has also been used in this report. The people who use this service experience GOOD quality outcomes. Care Homes for Adults (18-65 years) Page 6 of 28 What the care home does well: What has improved since the last inspection? What they could do better: Care plans are not particularly user friendly and could be reorganised to ensure that all necessary information is collated more concisely resulting in a more user friendly document. Staff must adhere to infection control procedures to ensure that they do not place residents or themselves at risk. Staff should be reminded of the need to respect residents rights to privacy and dignity especially when personal care is being carried out. Care Homes for Adults (18-65 years) Page 7 of 28 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 28 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 28 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. Residents move into the home knowing that their needs can be met and their independence will be maximised and promoted. Evidence: Only one resident has been admitted to Halland House since the last key inspection. There is comprehensive information relating to the home that is made available to all residents, their relatives, and local authority care managers. At the present time the Statement of Purpose and Service User guide is in the process of being reviewed and updated. The home has developed a clear criteria for admission and pre-admission assessments are carried out by the manager or assistant manager for each prospective resident, this incorporates a comprehensive breakdown of personal, emotional, health and social care needs and includes a Local Authority plan of care as well as any additional relevant reports from other professionals who have been involved with the prospective resident. Care Homes for Adults (18-65 years) Page 10 of 28 Evidence: Prospective residents are also expected to visit the home prior to taking up permanent residence. This gives the manager and staff the opportunity to get to know the prospective resident better, to assess compatibility with existing residents and ensure that the staff have the skills and knowledge to meet the prospective residents needs. Once a resident moves into the home initially they undego a one month trial period in the home, this is then followed by a placement review. During this period further assessment takes place as to the suitability of the placement and the residents compatibility with both existing residents and staff, and to ensure all care and support needs are able to be met. Care Homes for Adults (18-65 years) Page 11 of 28 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. Care plans are well written, but further improvements could be made to ensure that they are user friendly and information is more easily accessible. Residents know that their views are listened to and that their records provide staff with the information they need to meet the residents needs. Evidence: Many of the residents have limited verbal communication, but staff were observed using effective and regular communication with residents. Care plans are based on pre admission assessments and information gained prior to the resident moving into the home. Care plans are reviewed on a regular basis and where possible residents and their families are involved in the review of care plans and risk assessments. A major review is carried out annually and involves the care manager, other health care professionals where necessary, the resident, relatives and home management. A dated report is then written by the care manager to encompass all areas covered in the review. Care plans showed information relating to behavioural guidelines, daily Care Homes for Adults (18-65 years) Page 12 of 28 Evidence: schedules and risk assessments all were dated as were the dates of reviews. The care plans could be arranged in a more user friendly manner so that specific information is more readily available. Where possible residents are able to have input into the day to day running of the home, making choices in regard to activities, menus and housekeeping tasks. Leaflets were available in the home in regard to advocacy services, and there is evidence that when required residents have access to this service. Care Homes for Adults (18-65 years) Page 13 of 28 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. All residents have the opportunity to participate in activities provided in house or out in the community. The meals in the home are good, offering residents choice and variety and catering for specialised diets when required. Evidence: Residents are able to select activities that interest them and this is identified in their care plans and via their occupational activities timetables. Frequent meetings are held to establish that residents are following activities that interest them. One resident has chosen to do voluntary work outside the home. There are a variety of community activities that residents are able to take part in from visiting shops, swimming, indoor bowling, country walks, visiting the local pubs and Care Homes for Adults (18-65 years) Page 14 of 28 Evidence: visiting places of interest. All residents are able to choose which holidays they would like to go on, and on the day of this inspection some of the residents were in Lanzarotte on holiday. One resident said how they were looking forward to their holiday in Blackpool later on in the year. Staff are pro-active in encouraging residents to maintain links with families and friends, either by going home for short stays, or by their families visiting them. Staff support residents in keeping in touch with families by telephone. Menus in each unit are varied and balanced and offer residents a nutritious diet, that caters for their likes and dislikes, and any specialised diets. Residents living in the main house are not involved in meal preparation. Evidence is available to show that menus are based around residents preferences, likes and dislikes. Menus displayed in each unit are in colourful pictorial format. Where residents need support in eating this is carried out discreetly by a staff. Care Homes for Adults (18-65 years) Page 15 of 28 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. The staff in the home have developed close and positive relationships with the residents and this ensures that individual care and support needs are met. Medication in the home is well managed promoting good health. Evidence: Care staff work closely with residents, despite variable communication skills. Documentary evidence was available to show that residents health and emotional needs are met. There is good evidence of multi disciplinary working between the home and external professionals. Observation showed that generally the privacy and dignity of residents is repected by staff, but there was once instance where this was not being put into practice. All visits made by and to health care professionals are recorded in each individual residents care plan. The policies and procedures for the administration of medication are in place, and generally the management of all medication is well managed, but it was noted that external medications are stored together with internal medication, this was pointed out to assistant manager who immediately put arrangements in place for sealed Care Homes for Adults (18-65 years) Page 16 of 28 Evidence: plastic boxes to be purchased to ensure these medications are kept seperately. Only staff who have received medication training are allowed administer medication. Care Homes for Adults (18-65 years) Page 17 of 28 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. With staff support residents know that their complaints and concerns will be listened to and acted on. Staff have a good knowledge and understanding of adult protection issues which helps to protect residents from abuse. Evidence: The complaints policy and procedure is produced in both written and symbol format, to help residents understand what they need to do if they are unhappy. It is unclear how many residents understand fully what the complaints process is, but staff confirmed that they work closely with all residents and any issues are usely solved on a day to day basis. The complaints file evidences that any issues of concern are recorded, investigated and dealt with appropriately with timely responses being given to the complainant. There are detailed policies and procedures in place relating the Safeguarding of Vulnerable Adults and these include Local Authority guidelines and protocols. Where safeguarding issues arise these are reported directly to all the relevant authorities. There are clear guidelines in place for staff to follow for those residents who display challenging behaviour. The home operates a stringent recruitment policy ensuring that all relevant checks are carried out prior to a new member of staff being employed. Through induction and Safeguarding Vulnerable Adults training all staff are made Care Homes for Adults (18-65 years) Page 18 of 28 Evidence: aware of the different forms of abuse. This was confirmed by staff on the day of the inspection. Care Homes for Adults (18-65 years) Page 19 of 28 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 service is accessible, safe and clean and remains clearly suitable for its stated purpose. Residents benefit from all necessary specialist equipment and pleasant accommodation that is comfortable, well maintained, furnished and decorated to a good standard. Evidence: Halland House consists of three units, two in the main house and The Lodge. All units are well maintained, with decoration, furnishings and furniture of good quality, providing a homely and comfortable atmosphere for the residents. The registered proprietors ensure a good programme of maintenance and refurbishment, to ensure living standards are kept as homely and comfortable as possible. Many of the residents have been instrumental in choosing their own decor, furniture and soft furnishings, enabling them to reflect their personalities and interests. The external area of the home is safe and secure and provides residents with a large Care Homes for Adults (18-65 years) Page 20 of 28 Evidence: pleasant garden area, that is well maintained. Residents are free to use the garden at any time, and there is seating placed around the garden, that residents are able to use. Beyond the garden is a fenced off area, that is used by residents to grown vegetables. This area also has a polytunnel and greenhouse. In this peice of ground there is the animal husbandry area, that is fenced off in compounds for chickens, rabbits, guinea pigs and ducks. The home itself is kept in good clean condition and there are no offensive odours. Key workers and residents are responsible for keeping bedrooms clean and tidy and contract cleaners are employed for all communal areas in the home. The home does employ a full time housekeeper. The housekeeper, manager or assistant manager regularly walk the building to ensure that the good quality of cleanliness is maintained, this is also checked by proprietors, when carrying out their Regulation 26 reports. Infection control procedures in the home are generally good and staff are provided with disposable gloves and plastic aprons. It was noted during the inspection that one carer when carrying out personal hygiene was not wearing disposable gloves and was carrying the soiled item which was not hygienically wrapped. Care Homes for Adults (18-65 years) Page 21 of 28 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. Sufficient staff are employed at all times to meet the assessed needs of the residents. Recruitment policies have been consistently followed resulting in residents receiving care from staff that have been appropriately vetted. Residents receive care from well qualified and trained staff. Evidence: From evidence viewed the home employs sufficient care staff on each unit, to ensure that each resident has their assessed needs met, and to ensure they are able to participate in their chosen activities. An outside agency is used to clean the communal areas of the home, and the home also employs its own housekeeper, who oversees the agency cleaning as well as carrying out spot checks to ensure that the quality of cleanliness is of a high standard. Other ancillary staff are also employed for cooking, gardening and maintenance and to carry out administrative duties. Over fifty percent of staff have gained a NVQ qualification in Social Care, and have the skills and knowledge to meet the residents physical, personal and social care needs. The home operates a stringent recruitment policy and staff personnel files viewed Care Homes for Adults (18-65 years) Page 22 of 28 Evidence: showed that staff are appropriately checked prior to taking up employment at Halland House. The majority of staff have received mandatory training in moving and handling, fire safety, food hygiene. Staff were able to confirm that they had partipated in these core skills courses as well as other training that is work related. Staff confirmed that they receive regular supervision from a senior carer, while more senior staff receive their supervision from the homes manager. The manager is well supported by the registered providers of the home. Care Homes for Adults (18-65 years) Page 23 of 28 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 manager has a good understanding of the areas in which the home needs to improve. The home as a quality assurance system in place but this needs to be developed further, to ensure that good standards are in practice throughout the home to show that residents receive the hightest standard of quality care. Health and safety is a priority in the home to ensure that residents live and staff work in a safe environment. Evidence: A new registered manager has been in post since 2008, she has the relevant qualifications, and continues to update her skills and knowledge. She is supported by a new assistant manager. On the day of this inspection the registered manager was on holiday with some of the residents. The inspector was assisted by the assistant manager who was knowledgeable about the systems used in the home, and the homes policies and procedures. During this inspection is was observed that residents Care Homes for Adults (18-65 years) Page 24 of 28 Evidence: and staff are well supported by the management of the home. There is a quality assurance system in place. Quality assurance questionnaires have been sent out to families, and stakeholders, but the response to these questionnaires have been disappointing. Picture mapping has replaced residents questionnaires. The registered providers carry out regular Regulation 26 visits to the home and from their findings a detailed report is written. Systems used in the home are spot checked by management, and the manager and housekeeper carry out regular monitoring checks of cleaning standards in the home. From visits made to the home by the registered providers a programme of maintenance, renewal, decoration and refurbishment is developed to ensure that the home is kept in a good state of repair. Staff training for manadatory health and safety issues, moving and handling, food hygiene, fire safety, first aid and infection control is continuously updated. Health and safety and welfare of residents and staff is of paramount importance in the home, with regular risk assessments, checking of fire equipment, hot water outlets, Legionella, emergency lighting and fire drills taking place and being recorded. All accidents, injuries and incidents are recorded appropriately and are reported to the relevant authorities. Care Homes for Adults (18-65 years) Page 25 of 28 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 26 of 28 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 1 30 13 The registered person shall 26/06/2009 make suitable arrangements to prevent infection, toxic conditions and the spread of infection at the care home. Staff must wear protective clothing when dealing with personal hygiene issues, and soiled items should not be carried around the home without being properly wrapped. 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 All care staff must respect each residents right to privacy and dignity, especially when intimate personal care is being given. Care Homes for Adults (18-65 years) Page 27 of 28 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. 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