Care Home: Hartlands Residential Home

What has improved since the last inspection? The activity programme has developed extremely well and now offers a wide range of activities both within the home and the local community. People are involved in deciding what activities they would like to do and give feedback on each activity. The co-ordinator has been on the `extend training course` and can now offer safe physical exercise within the home. Assessments both initial and ongoing have been developed to reflect capacity, expectations and more resident involvement. Restrictions to freedom have been assessed and no resident is unnecessarily deprived of their liberty. Where it does happen, this has been thoroughly assessed, recorded and involved all relevant people, including the resident and family. The key worker system has been developed to involve more staff so as to assist in continuity of care for people who use the service. Placement reviews have been held approximately 6 monthly and on additional occasions if required. The staff training programme has developed significantly, with individualised training plans agreed with each staff member and reviewed during the supervision process. Training opportunities have increased due to a continuing commitment from the owner to fund training and through the implementation of in-house training programmes. Training has included the Mental Capacity Act, deprivation of liberty, managing actual and potential aggression (MAPA) and Dementia. What the care home could do better: The management of this service has a good awareness and understanding of what they want to achieve and how to do this including involving people who use the service.Hartlands Residential HomeDS0000020676.V375361.R01.S.docVersion 5.2Page 7 Key inspection report CARE HOMES FOR OLDER PEOPLE Hartlands Residential Home Whitehall Street Abbey Foregate Shrewsbury Shropshire SY2 5AD Lead Inspector Pat Scott Key Unannounced Inspection 13th May 2009 09:00 DS0000020676.V375361.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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 older people can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop. The 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. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 2 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 Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Hartlands Residential Home Address Whitehall Street Abbey Foregate Shrewsbury Shropshire SY2 5AD 01743 356100 01743 341268 declan.roche@btinternet.com None D Roche Limited Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Anne Sargeant Care Home 31 Category(ies) of Dementia (31) registration, with number of places Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 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: 2. Dementia (DE) 31 The maximum number of service users who can be accommodated is: 31 6th June 2006 Date of last inspection Brief Description of the Service: Hartlands Care Home is owned by D. Roche Limited and registered to provide residential care for 31 Residents, with dementia, who are aged 65 years and over. Built in the Victorian period, the Home is set close to Shrewsbury Town Centre, is easily accessible by public transport, and just a short walk from Shrewsbury Abbey and the River Severn. Accommodation is provided on two floors, with access via a passenger lift, and comprises mainly single bedrooms many with en-suite toilet facilities. The Home benefits from a spacious and private garden at the rear, with ample parking facilities to the front of the property. D Roche Ltd make their services known to prospective service users in: The Statement of Purpose and Service Users Guide contained in an information pack. The inspection report is mentioned in the statement of purpose and how a copy can be obtained. The care home rates are reviewed annually on 1st April each year and service users are notified one month in advance. The only additional charges to service users are for hairdressing, newspapers, activities and escorting to hospital for routine appointments. This is clearly laid out in the terms and conditions. Fees for Hartlands as of 1st April 2009 are: £430. All residents pay monthly. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is *THREE star excellent service. This means the people who use this service experience excellent quality outcomes. We, the commission, looked at all the information that we have received, or asked for, since the last key inspection or annual service review. This included: • The annual quality assurance assessment (AQAA) that was sent to us by the service. The AQAA is a self-assessment that focuses on how well outcomes are being met for people using the service. It also gave us some numerical information about the service. • Surveys returned to us by people using the service who were able to and from other people with an interest in the service. • Information we have about how the service has managed any complaints. • What the service has told us about things that have happened in the service, these are called ‘notifications’ and are a legal requirement. • The previous key inspection and the results of any other visits that we have made to the service in the last 12 months. • Relevant information from other organisations. • What other people have told us about the service. • People who use this service have some form of dementia. Many are unable to make comment and so we looked at how the service seeks their views and opinions about their care. What the service does well: The manager and staff like to find out what people living in the home like to do and try to make sure that they can do it. They find out what they like to eat and try to make sure that is what they get. If a person is ill they make sure that they get the right treatment. If a person doesnt like something they can complain to the manager and will be listened to. The staff are cheerful, friendly and helpful and encourage people to enjoy themselves but also try to make sure that they are safe and well looked after. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 6 The feedback from surveys conducted by the home indicates that Hartlands provides a friendly and supportive home where people are respected and well looked after. The staff are described as approachable and caring. A letter from relatives about the care of a resident states ‘we have been particularly impressed by the homely atmosphere you strive to keep and how well cared for your residents appear to be’. The service provides a supportive environment for the care staff and have individualised training plans that allow them to develop their potential as well as meet mandatory regulations. The service promotes involvement from the residents in decision-making. The care plans are detailed, individualised and reviewed regularly. They mainly focus on needs and preferences rather than problems. What has improved since the last inspection? What they could do better: The management of this service has a good awareness and understanding of what they want to achieve and how to do this including involving people who use the service. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 7 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. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR FINDINGS CONTENTS Choice of Home (Standards 1–6) Health and Personal Care (Standards 7-11) Daily Life and Social Activities (Standards 12-15) Complaints and Protection (Standards 16-18) Environment (Standards 19-26) Staffing (Standards 27-30) Management and Administration (Standards 31-38) Scoring of Outcomes Statutory Requirements Identified During the Inspection Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standard 1,3. (standard 6 not applicable) People using the 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 provider understands the importance of having information about their service so that people can choose a home that will meet their needs and preferences. The assessment process is thorough so that all people are given consideration to their individual needs, concerns and anxieties before moving into care. EVIDENCE: The annual quality assurance assessment (AQAA) states that service user guides are given to all people and their families that enquire about the service. A checklist is kept by the administrator to ensure that all people have received the service user guide and the statement of purpose is available in the main office. The guide has been improved by including a more detailed entry on the service’s dignity and privacy policy Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 10 The AQAA states that all people are visited prior to admission to assess their needs. A summary of the care management assessment and care plan is sourced prior to an offer of a placement. The service reports that sometimes those initially provided are too brief to decide whether they can meet that person’s needs. The service then requests more information so that a better picture of the person can be obtained. These were seen in the residents’ files viewed. Information is gathered from a range of sources. Assessment details read record the homes assessment, social service’s assessment and those from other health professionals such as community psychiatric nurse, hospital staff and district nurses. Assessments seen are very detailed, person centred and include assessing changes in capacity to make decisions. The way assessments are written and kept shows that significant time and effort is spent planning to make admission to the home personal and well managed. Age is taken into account in this process. Consulatation and care is taken when bringing any person under the age of 65yrs into the home to ensure that their needs can be fully met and feelings of isolation are not experienced. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 7,8,9,10. People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples care needs and risk assessments are set out in their individual plans of care which ensures that all care needs have been addressed and will be fully and safely met. The manager understands the need to comply with safe medication systems and staff training ensures that the homes procedures are complied with and that residents health matters are safely addressed. The actions of staff and their approach to care ensures that people are treated with respect and their right to privacy is upheld. EVIDENCE: The AQAA provided us with information regarding processes in place to ensure personal and healthcare support using a person centred approach based on Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 12 the individual’s rights of dignity, equality and respect. Care plans viewed are detailed, clearly written, individual and regularly reviewed, at least monthly including a six monthly placement review between the placing authority and the management of the home. People are encouraged to participate in the care planning process at a level comfortable to them. Capacity to contribute can vary widely amongst the people in this home. Staff are given induction training on care plans and how to implement them. Senior staff are trained in producing, implementing and evaluating care plans. An example seen, showed that a member of staff had put this training into practice well. The AQAA states that peoples’ health needs are met through good care planning with access to local GPs, involvement of professionals such as community psychiatric nurses and district nurses. Details of visiting professionals contacts are seen in the daily records. Assessments for potential problems such as pressure area fragility, promotion of continence, dietary requirements and moving and handling are carried out and recorded well. The service has improved by introducing a new key worker system and team leaders have been allocated to support the senior key worker in reviewing care plans with the residents. More detailed histories have been acquired for several of people who use the service and the home is continuing to build on this. Psychological health needs are monitored and professional input sought as required. The service has introduced a dementia care plan for each resident giving staff more insight into how the condition affects each persons daily life. Staff are alert to changes in mood, behaviour and general wellbeing. People are cared for in the least restrictive regime practicable. Full assessments of the types of restrictive practice the home operates have been done. One of these has lead to the service applying for a deprivation of liberty authorisation to make sure that person is safe in their treatment and care. One restriction in this service is that of the locked front door. People who went to the door to go outside were approached in a quiet, caring manner by staff and explanations given and alternative distractions offered. Staff do spend time going out with people to access the local shops and town and a large rear garden is provided for those who enjoy a walk outside. Records show that all staff handling medication have had a competency check within the last 12 months. Medication audits are done by the management and training records and certificates are available in the personnel files. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 12,13,14,15. People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People are provided with social activity and can keep in contact with family and friends. Social, cultural and recreational activities meet peoples expectations through assessment, consultation and choice. People receive a healthy diet according to their assessed requirement and preference. EVIDENCE: Care files seen show that individual assessments are carried out regarding preferred activities for each person taking into account, interests, capacity and diversity. A varied programme of activities is provided for the home by the activities co-ordinator who maintains an activities folder located in the main office. Photos and records of activities undertaken were seen on the notice boards and in the activities folder. A newsletter is given to families. Care plans address maintaining important links and relationships. As a response to peoples’ wishes, visits from the clergy for religious services, from pets therapy, singers, dance organisers, slide shows, hairdresser and flower arrangers are organised and provided. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 14 Flexible visiting times are in operation and visitors were seen to be welcomed. Information for people and their relatives and friends on advocacy and support services is provided in the service users guide. People bring in personal possessions where possible. The service offers a choice of menu and flexibility at meal times where possible. Hot and cold snacks are provided. Menu records seen show that individual preferences are taken into account. Specialised crockery and cutlery is provided where required and a choice of seating and meal times is available. To improve the meal provision further the service is exploring the possibility of working towards the recognised award for healthy eating in care homes. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 16,18. People using the 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 has a complaint procedure which is accessible so that people who use the service have information of how to make complaints about the home. Training is provided so that people are protected from abuse and have their legal rights protected. EVIDENCE: The home has a complaints policy and procedure. Residents and their families are given information in the service user guide and on the notice board. A record of all complaints and action taken is held with three complaints having been received and dealt with in the last 12 months. People are registered on the electoral roll and are given verbal and written correspondence relating to elections, with advocacy arrangements being made if required. All staff working at Hartlands have the relevant criminal record bureau (CRB) and protection of vulnerable adults (POVA) checks including references. Staff are provided with training on abuse. Staff surveys received confirm that staff understand this topic. Referrals and procedures are followed from the Multi-agency protection procedures issued by Shropshire Council. One recent incident has been referred through these procedures and appropriate action taken by the service Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 16 to make people safe. Care plans seen provide clear instructions for staff to manage verbal and physical aggression by the person in their care. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 19,26. People using the 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 physical design and layout of the home is improving so that people live in a safe, well maintained and comfortable environment. EVIDENCE: The home is pleasant, safe and clean. People are encouraged to bring personal items into their bedrooms. The service has identified in its AQAA that some improvements are necessary and are working towards this. For example, the service has noted that the home needs redecoration of the main communal areas and will consult residents about their choices on this and the redecoration for their own personal rooms. Lighting for some of the darker areas and bedrooms of the home needs to be resolved. They would also like to Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 18 provide people with a choice to use a shower facility. The front door is always locked. This is seen as a restriction by the home to maintain peoples’ safety. Care plans seen detail staff interventions in the care of individuals to ensure that this is not a deprivation of anyones liberty. Where this is the case for one person, appropriate authorisation has been agreed. One resident was heard standing at the front door to say ‘Can I open the door?’ A member of staff approached and asked if she wanted to go out into the back garden as she was welcome to. The staff asked if she knew where she was and discussed about where she used to live and where she is now. The staff member referred to her problem with her legs and that she is unable to walk too far so if she would like some fresh air she could take her to the garden. The staff member had a very calm approach and spoke respectfully to minimise the anxieties of the person. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standards 27,28,29,30. People using the service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff care roles and responsibilities have changed so that they provide more personalised care with improved communication. Staff get access to training, supervision and support they need from the manager so that people receive planned care. Staff in the home are trained and recognise the importance of care planning so that peoples changing needs are identified and acted upon EVIDENCE: The rotas show that staffing numbers are maintained at an appropriate level to the assessed needs of the people who live in the home and to the upkeep of the home and its facilities. The service has 70 trained staff at national vocational qualification (NVQ) level 2. Senior staff are trained to NVQ level 3 and managers have all achieved NVQ level 4 plus the registered manager award. Staff files seen show that staff have POVA and CRB checks before being confirmed in employment. Inductions are provided within recommended time frames and supported by a mentor and external courses. All staff receive regular training as identified in their individual training plan. The service has invested considerably in training over the last 12 months, encouraging staff Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 20 with NVQ and distance learning courses as well as short courses and have included MAPA training for senior staff. The service has provided more dementia training for staff with higher levels of knowledge for senior staff members. Care plans seen show that staff have knowledge of people with dementia and how it affects the person. One person’s plan states she likes to have her disease called Alzheimers and not dementia. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): Standard 31,32,33,35,38. People using the 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 management of the home is based on openness and respect. The service has quality assurance surveys in place so that people are assured that the overall conduct of the home is taking into account their views. Peoples’ opinions are central to how the home develops and reviews its practice, and the service is developing appropriate ways of making sure they get things right. So, people have confidence in the care home because it is run and managed well. EVIDENCE: Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 22 The service continues to have stability and consistency in its management structure. Senior staff have experience and are confident to manage the service. The manager understands the need to have a plan for the business and to monitor the quality of care provision. The organisation monitors itself through quality audits and surveys to relatives and residents. The management finds out what people like by talking to them, involving them in their care and holding resident and relative meetings so that any issues can be discussed. The manager is aware of the importance of making people safe and without unnecessarily restricting their freedom and has introduced the required assessments in order to do this. The AQAA contains clear information that is supported by evidence and informs us of changes needed to make improvements. Many of the residents lack capacity to manage their own affairs but responsible persons are legally recognised to undertake this role. The home ensures that any personal allowances held for the residents are individually kept and accounted for. The manager has improved the concept of person centred thinking and including residents to shape the delivery of the service. This is seen in the way care plans are written, the involvement of staff in recording care delivery, surveys and staff supervision. There is regular training on all aspects of health and safety. Risk assessments are carried out both for individuals and for the environment. All equipment and systems are serviced and inspected as per legal requirements. The service employs a maintenance person to ensure that any hazards that arise can be rectified quickly. A more detailed fire training session has been delivered with a questionnaire to confirm staff understanding. Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 4 X X N/A HEALTH AND PERSONAL CARE Standard No Score 7 4 8 4 9 3 10 4 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 4 13 3 14 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X X X 3 STAFFING Standard No Score 27 3 28 3 29 4 30 4 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 4 4 X 3 X X 3 Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations Hartlands Residential Home DS0000020676.V375361.R01.S.doc Version 5.2 Page 25 Care Quality Commission West Midlands West Midlands Regional Contact Team 3rd Floor 77 Paradise Circus Queensway, Birmingham B1 2DT National Enquiry Line: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. 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