Care Home: Hazeldene Care Home

Similar services:

• Chirnside House
• Keer Sands Residential Home
• Ruskin Lodge
• Bushell House
• Langrigg House
• Parkside
• Dystlegh Grange
• Thornton Lodge

What the care home does well The good assessment process ensured people who used the service were correctly placed. Plans of care contained sufficient details for staff to deliver effective care. People who used the service were able to access specialists to keep their treatments up to date. People who used the service were treated with respect and privacy to maintain their dignity People who were case tracked said, "my sons visit me every day and they have no problems visiting", "there is no problem with visiting. They treat my visitors nicely and "my daughter visits me. The staff are very pleasant with my daughter". The registered manager said visiting was unrestricted and encouraged to enable people to remain in contact with their family and friends. People who used the service said, "the food is very nice", "the food is very good" and "they are good with you and you get lots of food". There was a good choice of food which met residents expectations. People who used the service said, "I feel comfortable approaching staff with any concerns" and "I would speak to the manager or administrator if I had any worries and they would listen to me". There was an accessible complaints procedure for people to voice any concerns. Staff had been trained in safeguarding issues. All three people who were case tracked said they felt safe. The good safeguarding procedures helped keep people who used the service safe. People who used the service said, "I like me room very much thank you because it is cozy and comfortable", "I have a very nice room and I have put some things in to make it my own" and "I have a room of my own. It is just like being at home. I brought all my own things in". The environment at the care service was homely and comfortable for people who used the service. People who used the service said, "I like to read the paper, talk to people and watch the television", "I like to watch television and watch Blackburn Rovers" and " you can choose what you want to. They let us choose". There was a good activities program and people could choose what they wanted to do to remain happy. People who used the service said, "the staff are very pleasant here. I am happy here", "they treat me well. The staff are good to me wonderful. I am happy here - I sure am" and "I have been here a while. It is smashing here - just the job. The staff are very good. I do a lot for myself but they help me with what I need they are very good. You could never get a better place to stop. They are good with us. The caring attitude of staff was appreciated by people who used the service.There were sufficient numbers of well trained staff to meet the needs of people who used the service. Health and safety systems protected the welfare of staff and people who used the service. Two staff members questioned said, "I quite like it here. The staff are friendly and I enjoy working here. The management are supportive" and "I love it here. I have been here three years. From the moment I started I have had three supervisors who have shown me all I need to know. They do not let us just flounder they really involve you and teach you. I love the variety of residents here". Staff felt supported and valued doing their work The manager supervisors us and help us. She explains things to us really well. There is a good staff team. What has improved since the last inspection? Plans of care had been reviewed on a regular basis to keep staff aware of the needs of people who used the service. Risk assessments clearly highlighted the positive outcome for each person to remain free from harm. What the care home could do better: The registered manager must ensure medication entering the home is recorded in a safe manner to prevent possible errors. The registered manager must ensure hot water outlets are controlled to prevent the possible scalding of people who use the service. The registered manager should ensure locks are fitted to bedroom doors to ensure people have the right to privacy. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Hazeldene Care Home 49 Ribchester Road Clayton-le-dale Blackburn Lancashire BB1 9HU     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Graham Oldham     Date: 0 8 0 7 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 26 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Hazeldene Care Home 49 Ribchester Road Clayton-le-dale Blackburn Lancashire BB1 9HU 01254240360 01254240360 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Sage Care Homes (Hazeldene) Limited care home 62 Number of places (if applicable): Under 65 Over 65 0 41 dementia old age, not falling within any other category Additional conditions: 21 0 The registered person may provide the following categories of service only: Care home with nursing- Code N To people of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category- Code OP (maximum number of places: 41) Dementia- Code DE (maximum number of places: 21) The maximum number of people who can be accommodated is: 62 Date of last inspection Brief description of the care home Hazeldene is a traditional detached building with a purpose built extension to provide upgraded facilities. The home is set within its own grounds with garden areas available for residents to utilise. It is located in the semi-rural village of Wilpshire approximately three miles from Blackburn. Care is provided for residents who are elderly with a a separate dementia unit. There are a variety of lounges, dining rooms and most bedrooms are equipped with en-suite Care Homes for Older People Page 4 of 26 Brief description of the care home facilities. A statement of purpose and service users guide is available for residents or their families to be informed of the facilities and services the home provides. The fees for Hazeldene range from £435 to £469. Residents or their families have to pay for hairdressing, newspapers or periodicals, personal toiletries and outings. Care Homes for Older People Page 5 of 26 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 Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This unannounced key inspection, which included a visit to the service, took place on the 8th July 2009. Much of the information gained was obtained from talking to residents and staff members. The views of residents were obtained on a variety of topics. Two residents were case tracked. Case tracking gave the inspector an overall view of the specific care for the individual resident by checking the plans of care, other documentation and talking to residents and staff. Two staff members were questioned about the care of the residents case tracked. Some of the views have been reported collectively with specific comments contained Care Homes for Older People Page 6 of 26 within the body of the report. Staff were directly and indirectly observed carrying out their tasks and interacting with residents. Paperwork examined included plans of care, assessment documentation, policies and procedures or documents relevant to each standard. A tour of the building was conducted to check over the facilities. The service provided us with a lot of information in a quality assurance document we sent them. This told us what the service provided, what they did well and how they thought they may improve. What the care home does well: The good assessment process ensured people who used the service were correctly placed. Plans of care contained sufficient details for staff to deliver effective care. People who used the service were able to access specialists to keep their treatments up to date. People who used the service were treated with respect and privacy to maintain their dignity People who were case tracked said, my sons visit me every day and they have no problems visiting, there is no problem with visiting. They treat my visitors nicely and my daughter visits me. The staff are very pleasant with my daughter. The registered manager said visiting was unrestricted and encouraged to enable people to remain in contact with their family and friends. People who used the service said, the food is very nice, the food is very good and they are good with you and you get lots of food. There was a good choice of food which met residents expectations. People who used the service said, I feel comfortable approaching staff with any concerns and I would speak to the manager or administrator if I had any worries and they would listen to me. There was an accessible complaints procedure for people to voice any concerns. Staff had been trained in safeguarding issues. All three people who were case tracked said they felt safe. The good safeguarding procedures helped keep people who used the service safe. People who used the service said, I like me room very much thank you because it is cozy and comfortable, I have a very nice room and I have put some things in to make it my own and I have a room of my own. It is just like being at home. I brought all my own things in. The environment at the care service was homely and comfortable for people who used the service. People who used the service said, I like to read the paper, talk to people and watch the television, I like to watch television and watch Blackburn Rovers and you can choose what you want to. They let us choose. There was a good activities program and people could choose what they wanted to do to remain happy. People who used the service said, the staff are very pleasant here. I am happy here, they treat me well. The staff are good to me wonderful. I am happy here - I sure am and I have been here a while. It is smashing here - just the job. The staff are very good. I do a lot for myself but they help me with what I need they are very good. You could never get a better place to stop. They are good with us. The caring attitude of staff was appreciated by people who used the service. Care Homes for Older People Page 8 of 26 There were sufficient numbers of well trained staff to meet the needs of people who used the service. Health and safety systems protected the welfare of staff and people who used the service. Two staff members questioned said, I quite like it here. The staff are friendly and I enjoy working here. The management are supportive and I love it here. I have been here three years. From the moment I started I have had three supervisors who have shown me all I need to know. They do not let us just flounder they really involve you and teach you. I love the variety of residents here. Staff felt supported and valued doing their work The manager supervisors us and help us. She explains things to us really well. There is a good staff team. What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details set out on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line –0870 240 7535. Care Homes for Older People Page 9 of 26 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 26 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The good assessment process ensured the needs of each person could be met at the care home. Evidence: Three people who used the service were involved in the case tracking process. A member of staff, social services or the local hospital trust had undertaken an assessment of each person to ensure their needs could be met at the home and staff would have sufficient information to form a plan of care. Care Homes for Older People Page 11 of 26 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Plans of care contained good details for staff to deliver effective up to date care. People who used the service had access to health care specialists to ensure their treatment was current. The administration of medication was generally safe for people who used the service. People were given care in a manner which preserved their dignity. Evidence: Three plans of care were examined during the case tracking process. Plans of care had been developed with people who used the service or family members to show their wishes had been taken into account. Plans of care contained good details for staff to follow and had been reviewed on a regular basis to help keep staff up to date with the care needs of people who used the service. Three plans of care examined during the case tracking process contained evidence people who used the service had assess to health care specialists to keep their treatments up to date. Care Homes for Older People Page 12 of 26 Evidence: Risk assessments for falls, nutrition and tissue viability had been undertaken and reviewed to help protect the welfare of people who used the service. There were policies and procedures for the administration of medication for staff to follow safe practice. In general the medication recording sheets had been filled in correctly by staff. However, for one person admitted for short term care the medication had been hand written onto the medication recording sheets. There was no signature or counter signature to ensure this had been transcribed correctly and is unsafe practice. Staff had been trained in medication administration to help minimise errors. Staff had access to the pharmacist and reference material to gain advice. Medication was stored and disposed of safely. There was a controlled drug cupboard and register to keep medication secure. Medication that needed to be kept cool was stored in a fridge and the this was checked daily for accuracy to ensure the medication was fit to give to people who used the service. Staff had been trained to administer medication. In general medication administration was safe for people who used the service. Staff were observed interacting with people who used the service and giving personal care. The light hearted banter and communication was beneficial to both and provided a good atmosphere. Staff were observed carrying out their tasks in a private and discreet manner to ensure people were comfortable with the care they received. During the case tracking process it was noted that more information than usual had been recorded for a persons last wishes. This meant that the people would receive the care they wanted at this difficult time. Care Homes for Older People Page 13 of 26 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who resided at the care home were able to make choices to maximise their contentment. Visiting was unrestricted to help people who used the service socialise. Leisure activities provided fulfillment for people who used the service. The food provided at the care home was excellent and met the nutritional needs and tastes of people who used the service. Evidence: Three plans of care examined during the case tracking process showed that people who used the service were giving choice within the routines of the care service. This included times for getting up and going to bed, where they liked to take meals, what they liked to eat or how they liked to dress. The plans of care also showed how much assistance each person needed. The choices offered meant each person was treated as an individual to ensure they were happy with the care they received. Two visitors spoken to briefly said staff were welcoming and they could visit when they wished. The registered manager said visiting was unrestricted and people could choose to see who they wanted to. This allowed people to keep in contact with family and friends. Care Homes for Older People Page 14 of 26 Evidence: There was a member of staff employed for leisure activities to ensure people were kept active. A barbecue had been held the weekend prior to the inspection. Suitable outings were arranged to places of interest. The registered manager said, we do crafts, hold walks and have reminiscence scrap books for different decades. We play bingo, physiotherapy (music and movement) and have outside entertainers who we pick to get people involved. They play with musical instruments and they love it. We have various games. People can join in if they want to. Some people like to read and we have plenty of books. Some people take newspapers and magazines. Some residents have sky television. We also have gardens for people to enjoy the good weather and some p[people like to help with the garden. Activities provided stimulation for people who used the service. The cook explained how she gained the views of people who used the service to ensure the food she served was their choice. The cook carried out necessary environmental health checks to help keep people safe. The dining room was well laid out and comfortable for people who used the service. There was a waitress who served meals which freed up care staff to undertake other duties such as feeding or encouraging people who used the service to eat. Staff fed people in a discreet and individual manner to help preserve their dignity. The meal served on the day of the inspection was hot, nutritious and tasty. There was a choice of meal and three courses were served. People who were in the dining room said food was good and met their expectations. Care Homes for Older People Page 15 of 26 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who used the service had the necessary information to complain if they wished. Good safeguarding systems helped protect people who used the service from possible abuse. Evidence: There was an accessible complaints procedure for people to voice their concerns. There have not been any complaints made to the Care Quality Commission since the last key inspection. The complaints procedure contained relevant timescales and the address of the Care Quality Commission (CQC) so people who used the service were aware of their rights. There were policies and procedures for the protection of adults for staff to adhere to. The care home also followed the Blackburn with Darwen procedures to follow a local initiative. Staff had been trained in safeguarding issues to help protect people. Staff also had access to the No Secrets document and a whistle blowing policy to gain advice from. Staff had been trained in ways to handle aggression safely for them and for people who used the service. There had been a safeguarding issue raised at the care home which was unsubstantiated. The information provided to staff gave them the knowledge to instigate a safeguarding alert if suspected. Care Homes for Older People Page 16 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The warm, clean and well decorated environment provided a homely atmosphere for people who used the service. Good infection control measures helped protect the health and welfare of staff and people who used the service. Evidence: A tour of the building was conducted on the day of the inspection. The home was warm, clean and free from any offensive odours. Communal areas were a good size and contained domestic type furniture. There was sufficient seating to allow people who used the service to socialise in comfort. There were toilets and bathrooms near to communal areas to allow people to use them independently if possible. There were disability aids in toilets and bathrooms and grab rails for people to walk around safely. Some baths were of an assisted type for people who had a disability to use. The hot water system was tested for safety. One bath was too hot and posed a danger of scalding and this must be attended to for the safety of people who used the service. Care Homes for Older People Page 17 of 26 Evidence: Bedrooms visited had been personalised by people with familiar objects or furniture to make the room more homely. Rooms contained a good amount of furniture and equipment for the comfort of people who used the service. Not all rooms had been fitted with a lock to ensure the privacy of people who used the service. There were policies and procedures for the control of infection. The laundry was sited away from food preparation areas. Many staff had been trained in infection control. The equipment in the laundry was suitable to keep clothes clean. Infection control measures helped prevent cross infection of bacteria. Care Homes for Older People Page 18 of 26 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There were sufficient numbers of well trained staff to meet the needs of people who used the service. The good employment procedures helped protect people who used the service from abuse. Evidence: One the day of the inspection there were sufficient care and housekeeping staff to meet the needs of people who used the service. The off duty showed this to be the norm for the service. 65 of staff had gained NVQ2 qualifications or better. Staff had been trained in health and safety, first aid, safeguarding, moving and handling etc to ensure they were qualified and competent for the roles they performed. Staff confirmed they had undertaken an induction course when they commenced employment. Records were maintained in staff files. New staff completed a suitable induction program to enable them to feel confident to look after people who used the service. Two staff files were examined during the inspection. Files contained evidence criminal records checks had been completed, references sought and other paperwork completed to The staff files examined showed that all the necessary paperwork had been completed to ensure the selection of staff was safe. Care Homes for Older People Page 19 of 26 Care Homes for Older People Page 20 of 26 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There was a suitably qualified and experienced manager employed at the care home to meet the Care Quality Commissions requirements. There was a safe system for handling people who used the services money to help minimise financial abuse. The quality assurance systems allowed management to react to the needs of people who used the service. The good health and safety systems helped protect the health and welfare of staff and people who used the service. Evidence: The registered manager had completed safeguarding, food safety, health and safety and attended other courses to keep her knowledge up to date. The registered manager held regular recorded meetings with staff and people who used the service to gain their view about the care home. Information about the home was available in a newsletter, which kept people up to date with events and other items of interest. The views of interested parties was gained by holding surveys and Care Homes for Older People Page 21 of 26 Evidence: the results were published so interested parties were aware of how the care home was performing. The financial administrator said that no persons money was handled by the care service but pocket money was kept in the safe for some. The system was observed and safe for people who used the service. There was a health and safety policy to guide staff to follow safe practice. Staff had undertaken health and safety, moving and handling, safeguarding and other relevant topics to help keep people who used the service safe. Electrical and gas equipment and installation had been maintained. The fire alarm system was maintained and tested on a regular basis to ensure it remained functional. People who used the service were kept safe with the health and safety procedures in place at the care home. Care Homes for Older People Page 22 of 26 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 25 12(1) The registered manager must ensure hot water outlets do not pose a threat to the health and safety of residents. (brought forward from 30/03/07) 30/09/2007 Care Homes for Older People Page 23 of 26 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 9 13 The registered person must make safe arrangements for the safe recording of medication. The medication of a person admitted for short stay had her medication entered onto the recording sheets with no record it had been checked, which is unsafe practice. 14/08/2009 2 25 13 The registered person must ensure unnecessary risks to the health and safety of people who use the service are identified and eliminated. The hot water outlet on one bath tested was way too hot and posed a danger of scalding. 17/08/2009 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. Care Homes for Older People Page 24 of 26 No. Refer to Standard Good Practice Recommendations 1 24 The registered person should check all bedrooms can be locked by people who use the service to ensure they have privacy if they wish. The registered person must devise a system for checking hot water outlets to identify risks to people who use the service and instigate a written plan to fix a device to reduce water temperatures. 2 25 Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 26 of 26 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. Re-publishing this information is in breach of the terms of use of that website. Discrete codes and changes have been inserted throughout the textual data shown on the site that will provide incontrovertable proof of copying in the event this information is re-published on other websites. The policy of www.bestcarehome.co.uk is to use all legal avenues to pursue such offenders, including recovery of costs. You have been warned!