Care Home: Heatherside Rest Home

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What the care home does well There was evidence that information about residents have been obtained before they went to live at the home. This means that staff can have an understanding of resident`s needs, to ensure these can be met before an offer of admission is made. Residents made positive comments about the activities provided and examples were give of the variety. This means that residents have opportunities to engage in worthwhile activities. Residents said there is a good choice of food available and they are consulted regarding the choice of food. This means that residents are able to express their opinions and are provided with a varied diet. Residents said they enjoyed their bedrooms and had been able to personalise them. Positive comments were made about the large landscaped gardens, which residents could view from the lounges and were free to access. We were told in comment cards and when we spoke to residents that staff were very good at their work and were "kind and considerate" to residents. Staff told us there was good teamwork amongst them and that the manager was a "good leader" who "will listen to you and is interested in your views"Staff receive training and are engaged in a National Vocational Qualification training programme. This means that they have more knowledge and skills to provide care for residents. Staff are recruited safely with the appropriate checks in place. An induction is in place and there are ongoing supervision sessions provided to staff. This means that the manager can continually ensure the correct people are employed to care for the residents. What has improved since the last inspection? Since the last inspection the manger has reviewed all care pans and ensure that more information is available so staff can be clear on the care they are providing. Medication records have been reviewed so it is clear what medications are in stock at the home. This means that residents are not at risk of running out of medication. A new bath has been installed upstairs. This means that residents have a greater choice regarding where to bathe. The pre inspection information we were given told us that more staff have been enrolled on National Vocational Qualification courses and that more laundry equipment has been purchased. What the care home could do better: The statement of purpose and service user guides both need minor amendments to reflect the changes in the service provided and to ensure they contain correct information so that residents and relatives can be clear on what services are provided at the home. While staff were able to answer questions regarding safe guarding adult procedures we couldn`t see that recent training had taken place for all staff. Up dates ensure that all staff have a working knowledge of the service policy and what to do if an allegation is made to them. The manager has advised that training is to be provided. CARE HOMES FOR OLDER PEOPLE Heatherside Rest Home Scures Hill Nately Scures Basingstoke Hampshire RG27 9JR Lead Inspector Kathryn Emmons Unannounced Inspection 16th July 2008 09:15 X10015.doc Version 1.40 Page 1 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 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection Report CSCI General Public 0870 240 7535 (telephone order line) This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. Extracts may not be used or reproduced without the express permission of CSCI www.csci.org.uk Internet address Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 2 This is a report of an inspection to assess whether services are meeting the needs of people who use them. The legal basis for conducting inspections is the Care Standards Act 2000 and the relevant National Minimum Standards for this establishment are those for Care Homes for Older People. They can be found at www.dh.gov.uk or obtained from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering: www.tso.co.uk/bookshop This report is a public document. Extracts may not be used or reproduced without the prior permission of the Commission for Social Care Inspection. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heatherside Rest Home Address Scures Hill Nately Scures Basingstoke Hampshire RG27 9JR 01256 762233 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) Pearl Care (Norwich) Ltd Miss Siobhan Mary Phillips Care Home 34 Category(ies) of Old age, not falling within any other category registration, with number (0) of places Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. 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: 2. Old age, not falling within any other category (OP) The maximum number of service users to be accommodated is 34. Date of last inspection 15th August 2006 Brief Description of the Service: Heatherside provides care for up to thirty-four male and female residents over the age of 65 with associated needs of older people. The home is situated on the A30, in the small village of Nately Scures, about 5 miles from Basingstoke. The building is a large modernised Edwardian two-storey property, set in 2 acres of gardens. The gardens are extensive, well maintained and laid mainly to lawn and ample car parking is available at the front of the premises. Heatherside offers thirty-two single bedrooms, of which twenty-eight have an en-suite facility, and one double bedroom without en-suite. A passenger lift provides easy access to the first floor. The homes communal space comprises of one quiet comfortable lounge, separate dining areas and a large conservatory lounge. On the day of the visit the fees for the home were approximately £346 to £520 per week. Information about the service provided at the home would be made available to potential residents by providing a copy of the home’s service users guide and statement of purpose. A copy of the last inspection report is available in the home. Heatherside Rest Home DS0000049984.V365350.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 2 star. This means the people who use this service experience good quality outcomes. A visit to the service took place on 16th July 2008. This visit was unannounced and took place over 5.5 hours. The homes registered manager Siobhan Phillips assisted the inspector during the visit. Care received by three residents was looked at in detail. This is a method called case tracking. This included looking at their personal records, a range of general home records and staff detail records. Staffs were spoken with and the care they provided was observed. One relative spoke with us during the visit. We also had comment cards for staff, relatives and residents, which we collected during the visit. We also received a completed self-audit document completed by the manager, to provide information before we did a site visit. During the visit we spoke with eight residents and three staff to obtain their views on how the service operates. We also looked at how the provider makes information about their service, including CSCI reports available to prospective service users What the service does well: There was evidence that information about residents have been obtained before they went to live at the home. This means that staff can have an understanding of resident’s needs, to ensure these can be met before an offer of admission is made. Residents made positive comments about the activities provided and examples were give of the variety. This means that residents have opportunities to engage in worthwhile activities. Residents said there is a good choice of food available and they are consulted regarding the choice of food. This means that residents are able to express their opinions and are provided with a varied diet. Residents said they enjoyed their bedrooms and had been able to personalise them. Positive comments were made about the large landscaped gardens, which residents could view from the lounges and were free to access. We were told in comment cards and when we spoke to residents that staff were very good at their work and were “kind and considerate” to residents. Staff told us there was good teamwork amongst them and that the manager was a “good leader” who “will listen to you and is interested in your views” Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 6 Staff receive training and are engaged in a National Vocational Qualification training programme. This means that they have more knowledge and skills to provide care for residents. Staff are recruited safely with the appropriate checks in place. An induction is in place and there are ongoing supervision sessions provided to staff. This means that the manager can continually ensure the correct people are employed to care for the residents. What has improved since the last inspection? What they could do better: Please contact the provider for advice of actions taken in response to this inspection. The report of this inspection is available from enquiries@csci.gsi.gov.uk or by contacting your local CSCI office. The summary of this inspection report can be made available in other formats on request. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 7 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 Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 8 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. JUDGEMENT – we looked at outcomes for the following standard(s): 1,2,3,4, 5 and 6. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Through pre admission assessment systems residents can be confident that their assessed needs can be met when they are admitted to the home. Up to date information in the service user guide will enable residents to be clear on the service they can expect when they live at the home. EVIDENCE: From looking at three resident files we could see that information regarding residents needs had been obtained before they had been admitted to the home. In one file we saw that the relative of the resident had been able to visit the service and ask questions before a decision was made for the resident to be admitted. A relative we spoke with said they had visited the home before they decided to place their relative at the home. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 9 A document is in place, which is both, the statement of purpose and service user guide. There is also a separate brochure available. These two documents are available to residents and their relatives and inform them of the services they can expect if they live at the home. Details also include who the staff are and what jobs they do, what the environment is like and what to do if they have any concerns. Minor amendments are needed to ensure all the information is correct. The manager is aware of this and is in the process of updating the documents. We saw that contracts were in place, which had been signed by the resident or their relative. This enables residents to have confidence that they can expect a good quality service and this is agreed by the organisation. The service does not offer intermediate care but people can stay at the home for short periods of time if they want to. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 10 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. JUDGEMENT – we looked at outcomes for the following standard(s): 7,8,9, and 10 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. Care plans and risk assessments enable resident’s needs to be known and risks minimized. Medication systems protect residents and there is good access to health care professionals. Resident’s dignity and privacy is promoted and maintained. EVIDENCE: Through case tracking we looked at three residents care files. In each file there was information obtained before the resident came to live at the home and ongoing notes on their progress. Care plans were clear and detailed and we could see they were regularly reviewed and updated. A relative told us they were aware of the care plan for their relative and another resident told us that the manager had spoken with them about their care plan. An entry was written each day and night for each resident. This enables staff to see the current wellbeing and health needs for each resident. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 11 We spoke with many residents and received back comment cards from residents. These indicated that residents felt staff knew their care needs. We received comments such as “When I need care it has always been there” and “I get the help I sometimes need”. Residents who spoke to us said they had access to Doctors and opticians and dentists when they needed them. We saw in records that doctors were called when residents needed medical support. A chiropodist visits the home every four weeks. Medication records were seen for all residents and these had been completed correctly. Medications were stored securely and there is one member of staff with overall responsibility for ordering medication and monitoring stock level. The providers were in the process of purchasing a new trolley so that medications could be stored easily. Residents told us they were treated with respect and we saw many interactions between staff and residents. We could see that these were valuing and appropriate. A relative told us that whenever they visited they had always observered the staff being “So kind and patient with the residents”. We saw a carer giving support to a resident and this was delivered in a discreet way. Staff were seen to knock on the doors to bedrooms and bathrooms before entering. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 12 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. JUDGEMENT – we looked at outcomes for the following standard(s): 12,13,14,and 15. Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents are provided with appropriate activities and are supported to continue with hobbies they enjoyed before living at the service. Staff have an awareness of residents spiritual and emotional needs. Residents have control over who visits them. Dietary needs and preferences are catered for. EVIDENCE: Residents made very positive comments regarding the activity programme in place at the home. Examples given were events such as reminiscence sessions bingo and quizzes. The home employs an activities coordinator twice a week and staff also has time to engage in activities with residents. There was a choice of library books available, which are changed periodically. A fete is held yearly which the residents organise. A hairdresser visits twice a week and a manicurist visits weekly. In house activities are varied so that that there will always be an activity that a resident can be involved in no matter what their limitations are. Residents told us “There are activities I can join in with if I chose to “ and “I really enjoy the OT(occupational therapy) and quizzes”. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 13 Residents spiritual and religious needs are acknowledged and ministers form various religions visit the home to undertake services. Additionally residents are able to attend local places of worship if they chose. Residents told us that they could have visitors when they chose and there were various spaces around the home where residents can meet with visitors in private if they don’t want to use their bedroom. Staff were seen to be welcoming and accommodating to visitors who attended the home during our visit. We spoke to a relative during the visit who stated that they were always made to feel welcome and could visit the service whenever they wanted to. A resident told us that they were able to chose who they saw and the staff would always check with them first to see if they wanted to receive their visitor. Through comment cards and direct discussion with residents we were told that residents “always” enjoy the food and “I love the food, its always something I like” and “I always have a choice and it always looks nice”, “whatever I pick its lovely” and “I always have breakfast in bed.” We spoke with the cook and manager who confirmed that specialised diets such as sugar free and high fibre are also catered for. Residents confirmed that they received the food they chose and that they were able to change their mind if they wanted to. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 14 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. JUDGEMENT – we looked at outcomes for the following standard(s): 16,17 and 18 Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A complaints policy on display enables people to know how to make a complaint. Residents and relatives are confident that any concerns will be listened to and acted upon. A Safeguarding adult’s policy provides staff with a working awareness of what constitutes abusive practice. EVIDENCE: Comment cards received indicated that residents, relatives and staff were satisfied that any issues raised would be listened to and looked into. We saw from the complaint log that no complaints had been made since the last inspection. The manager has located her office in the main foyer of the home so she is available to see residents and relatives whenever they need to speak to her. Residents spoken with were clear who to speak to if they had any concerns. A safe guarding adults policy is in place. Two staff we spoke with confirmed they had received safeguarding adult training but this was some time ago. They were aware of the service policy on safeguarding adult issues. All of the staff spoken with were given a scenario regarding safe guarding adults and asked what action they would take. They answered appropriately and said that they were sure that all staff knew what constituted abuse and that all staff were expected to report any practice which they thought was not appropriate. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 15 It is important that all staff have received recent safeguarding adult training and the staff records we looked at didn’t show this. The manager said that training was planned to take place in the next couple of months as part of the training plan. A relative we spoke with said they knew how to raise any issues but have never had reason to do this. Residents made comments such as “I do know but I have never had anything to complain about” and “ I love it here I lived somewhere else and this is a thousand times better”. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 16 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. JUDGEMENT – we looked at outcomes for the following standard(s): 19,20,21,22,23,24,25 and 26 Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to this service. Residents live in a clean and pleasant service, which they have control over. Décor and furnishings are residents choice and specialised equipment enables them to be as independent as possible. EVIDENCE: Since the last inspection several areas of the home have been redecorated. A new bath has been installed in the upstairs bathroom. The home is set in landscaped gardens which residents have access to. The garden gate needs to be made more secure as residents who need support to leave the home may use this gate to leave the garden without support from staff. The manager assured that the gate would be made secure as a priority. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 17 We saw specialized equipment such as hoists in place and resident made positive comments about the environment. Such as its “ Always very clean and tidy”, “ I love going out in the garden, lovely flowers and plants”. My room is always kept clean and tidy. A conservatory enables residents to sit in a quiet peaceful area and residents also chose to sit in the main reception area of the home or a quiet lounge. The gardens are landscaped and have garden furniture so residents can sit outside in a comfortable environment. The home was clean and tidy and fresh throughout and residents we spoke with told us they were satisfied with their bedrooms. We could see that residents had been supported to personalise their rooms. A lift is in place for residents to be able to move between floors independently. We saw residents able to move independently around the service. All corridors were free from hazards and had hand rails fitted to provide support for residents. An infection control policy is in place and staff were seen wearing gloves and aprons and using correct disposal bags when dealing with dirty laundry. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 18 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. JUDGEMENT – we looked at outcomes for the following standard(s): 27,28,29 and 30. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. An enthusiastic and trained care team cares for residents. The organisations recruitment procedures ensure safely recruited staff cares for residents. EVIDENCE: Residents spoken with made positive comments about staff such, as “they are lovely to me”, “always happy and willing to help me”. Residents comment cards all informed us that they were satisfied with staffing levels. Staff comment cards and through discussions with staff indicated that staff felt they had sufficient staff on duty with them to provide the care that was required by residents. We spoke with 3 staff who told us that they enjoyed working at the home and that the atmosphere was “very good” and “we work as a team and help each other out”. The service employs over 30 staff in total and does not use agency staff to cover shifts unless absolutely necessary. This means that residents benefit from continuing to receive care from people who understand their needs. Staff told us about and we saw, that an induction programme is in place. When staff start work at the service they work alongside a senior member of Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 19 staff. This means they are able to deliver care in a safe way and learn the individual needs of each resident. There are polices and procedures in place and staff are expected to read the policies to ensure that they are providing the correct care. Pre inspection information showed that training in health and safety, moving and handling and food hygiene and fire had been given. Staff records also showed us this. Several staff are working towards a National Vocation Qualification (NVQ) in Care. This means that they have a more in depth knowledge and skill base to use when providing care which may improve the quality of the service residents receive. Three recruitment files were looked at. A recruitment policy is in place and all files seen contained the correct checks such as references, completed application form and Criminal Record Bureau checks and identification. This means that staff have been recruited safely and residents can be confident that they are cared for by people who have the necessary skills and attitude to care for them. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 20 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. JUDGEMENT – we looked at outcomes for the following standard(s): 31,32,33,34,35,36,37 and 38. Quality in this outcome area is good. This judgement has been made using available evidence including a visit to this service. A manager who has a good rapport with residents, and visitors manages the service. Residents are protected by the services health and safety polices and procedures. Financial management systems keep residents monies safe. Quality assurance systems show how the service is run in the best interests of the residents. EVIDENCE: The registered manager is Miss Siobhan Phillips. Miss Phillips has worked at the service for many years and has been the registered manager for the past 5 years. Residents we spoke with and comments we received on comment cards indicated that Miss Philips has a good relationship with all of the residents. One Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 21 resident told us “Feel I can always speak to Siobhan about anything ”, “ the service does well at providing the service and attentive care”. Staff told us “I get on really well with Siobhan, she is easy going and fair” and “she makes sure we all work together”. A quality assurance system is in place so residents and visitors to the home can see how the providers intend to improve the service and action any points residents raise. Residents and relatives are given a questionnaire to complete every year. Weekly a representative from the service visits the home to see how the service is operating. Monthly a report is produced following one of the visits and this is given to the provider so they can see the conduct of the service and what improvements are being made. Residents are always encouraged to make their views known. Supervision sessions and appraisals take place so the manager can ensure staff continue to provide quality care and any training needs are identified and met. Staff confirmed to us that they received supervision sessions. Pre inspection information evidenced that polices and procedures are maintained. Records are in place at the home, which show that servicing of equipment and systems such as the fire safety system, heating system and waste contracts are up to date. We have been receiving notifications of any incidents, which affect the wellbeing of the resident such as when one of them has had an accident or has been admitted to hospital. Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 22 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 3 3 3 3 3 x HEALTH AND PERSONAL CARE Standard No Score 7 3 8 3 9 3 10 3 11 x DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 3 13 3 14 4 15 4 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 3 18 3 4 3 3 3 3 3 3 4 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 3 3 3 x 3 4 3 3 Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 23 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 Heatherside Rest Home DS0000049984.V365350.R01.S.doc Version 5.2 Page 24 Commission for Social Care Inspection Maidstone Office The Oast Hermitage Court Hermitage Lane Maidstone ME16 9NT National Enquiry Line: Telephone: 0845 015 0120 or 0191 233 3323 Textphone: 0845 015 2255 or 0191 233 3588 Email: enquiries@csci.gsi.gov.uk Web: www.csci.org.uk © This report is copyright Commission for Social Care Inspection (CSCI) and may only be used in its entirety. 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