Care Home: Heffle Court

What the care home does well Heffle CourtDS0000021402.V376377.R01.S.docVersion 5.2Heffle court is a service which provides excellent outcomes for the residents placed there. Care plans are detailed, informative and person centred, as are risk assessments. The home provides a comprehensive package of meaningful activities which are age appropriate and that the residents are continually being guided into joining. Staff were observed interacting with residents in a positive and inclusive way and pre-empting situations by engaging people before they may have become distressed. The following example was observed on the day of the inspection, ‘I’m doing an interview in a minute would you like to come and sit on the panel with me and help’. Extracts from the expert by experience report provides additional supporting evidence, - ‘I think that Heffle Court is a very caring place where the residents are given every opportunity to enjoy their later years as much as mental and physical capacities will allow’. ‘Before leaving I looked into the garden. Two ladies were sitting under a sunshade talking, one was feeding the ducks and two were looking at the pigs. Happy days even with dementia’. What has improved since the last inspection? The Registered Manager has worked hard to address the requirements since the last inspection; care plans and risk assessments are now in a specific dementia style framework, are comprehensive, person centred and clear documents to follow. The downstairs carpet has been replaced and the home now looks clean and well maintained, with adequate storage. The home has created a tea room since the last inspection. The service has recruited a further trained nurse, and the then Acting Manager has now completed the registration process with the CQC. What the care home could do better: During the inspection the inspector found do not resuscitate forms in the care plans. Due to the potential for confusion in individuals care, the inspector asked for these to be immediately removed and replaced in individual care plans if appropriate following consultation and guidance. The head of care ensured that this was done immediately.Heffle CourtDS0000021402.V376377.R01.S.docVersion 5.2Heffle court was given no requirements or recommendations as a result of this inspection. The service provides excellent out comes for the residents placed within it. Key inspection report CARE HOMES FOR OLDER PEOPLE Heffle Court Station Road Heathfield East Sussex TN21 8DR Lead Inspector Alexis Reilly Key Unannounced Inspection 24th June 2009 09:30 DS0000021402.V376377.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. Heffle Court DS0000021402.V376377.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 Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Heffle Court Address Station Road Heathfield East Sussex TN21 8DR 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) 01435 864101 01435 868046 Heffle@Caringhomes.org Harebeating Care Company (Holdings) Ltd Miss Susan Marie Burke Care Home 34 Category(ies) of Dementia (0) registration, with number of places Heffle Court DS0000021402.V376377.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 with nursing - (N) 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). The maximum number of service users to be accommodated is 34. Date of last inspection 30th July 2008 Brief Description of the Service: Heffle Court is a large, purpose built home providing residential care and support for 34 older people with a dementia type illness. The premises are well maintained, safe and accessible and comprise of service user accommodation on two floors, in single rooms. All rooms are fitted with an alarm call system and all but four have en-suite facilities. Communal areas on both floors include comfortable lounges, spacious dining areas, bathrooms and toilets. Outside, there are safe and secluded courtyard gardens where service users may sit and relax. The home is located close to the centre of town and is close to local shops and a public house. The Regional Manager stated that the current fees range from £475.00 £700.00 per week. Heffle Court DS0000021402.V376377.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 3 star. This means the people who use this service experience excellent quality outcomes. The inspection began at 9.30 and finished at 1.45 pm. In addition to this the inspector was accompanied on the inspection by an expert by experience that particularly looked at the provision of meals, activities and aspects of privacy and dignity in the delivery of care. Their comments are included in this report. The inspector case tracked four service users, examining the care plans and the associated documents such as risk assessments and activity plans for these individuals. Two service uses where from the care floor and two from the nursing unit. Other documents examined were copies of notifications, accidents and appointments, evidence of external reviews, the complaints procedure, copies of service users meetings, care plan meetings and staff meetings. Staff recruitment files and staff induction training sheets were also examined, as were a sample of the sheets which record the administration of medication and the duty rota. A partial environmental tour was carried out which included all communal areas, lounge, dining area, garden and the four bedrooms of the service users case tracked. The inspector spent time with the Registered Manager, head of care, two care team members and observed other staff interacting in a positive manner with service users during the inspection. In the report the inspector has included comments from people met on the day of the inspection. Information was also taken from the AQAA which was comprehensively filled in and returned by the due date. What the service does well: Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 6 Heffle court is a service which provides excellent outcomes for the residents placed there. Care plans are detailed, informative and person centred, as are risk assessments. The home provides a comprehensive package of meaningful activities which are age appropriate and that the residents are continually being guided into joining. Staff were observed interacting with residents in a positive and inclusive way and pre-empting situations by engaging people before they may have become distressed. The following example was observed on the day of the inspection, ‘I’m doing an interview in a minute would you like to come and sit on the panel with me and help’. Extracts from the expert by experience report provides additional supporting evidence, - ‘I think that Heffle Court is a very caring place where the residents are given every opportunity to enjoy their later years as much as mental and physical capacities will allow’. ‘Before leaving I looked into the garden. Two ladies were sitting under a sunshade talking, one was feeding the ducks and two were looking at the pigs. Happy days even with dementia’. What has improved since the last inspection? What they could do better: During the inspection the inspector found do not resuscitate forms in the care plans. Due to the potential for confusion in individuals care, the inspector asked for these to be immediately removed and replaced in individual care plans if appropriate following consultation and guidance. The head of care ensured that this was done immediately. Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 7 Heffle court was given no requirements or recommendations as a result of this inspection. The service provides excellent out comes for the residents placed within it. 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. Heffle Court DS0000021402.V376377.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 Heffle Court DS0000021402.V376377.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): 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. New service users benefit from receiving relevant and up to date information, which is made available to them prior to admission, allowing them to make an informed choice about the home. The processes in place for ensuring that suitable Pre Admission Assessments are conducted is good, with services being offered to only those service users whose needs can be met. EVIDENCE: As part of the inspection the inspector case tracked four service users, two from the nursing floor and two from the care floor. The inspector examined the care plans and the associated documents such as risk assessments and Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 10 activity plans for these individuals, also evidenced were the external reviews from the placing team to ascertain if the needs identified in the assessment are used as a basis for a comprehensive care plan. The inspector spent time with the Registered Manager, head of care, two care team members and observed other staff interacting in a positive manner with service users during the inspection. Evidence was supporting to confirm that service users are involved in the admissions process and are given choice, the service had comprehensive assessment document in place which were used to assess someone referred to the service. Also available to view was collated information with regard to service users in the home, and their referring documents. This highlighted that the Registered Manager obtains background information and up to date CPA and mental health assessments if applicable prior to offering a place in the service. Intermediate care is not offered by this home. Heffle Court DS0000021402.V376377.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): 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. Care plans and procedures in place are sufficient to ensure that a good provision of health care and personal support is provided to service users by the home. Care is administered in way that protects residents privacy and dignity. Medication procedures are in order. EVIDENCE: As part of the inspection the inspector case tracked four service users, two service users where from the care floor and two from the nursing floor. The inspector examined the care plans and the associated documents such as risk assessments and activity plans for these individuals. Also viewed were a sample of the sheets which record the administration of medication and one of the medicine storage cupboards. The inspector spent time with the Registered Manager, head of care, two care team members and observed other staff interacting in a positive manner with service users during the inspection. Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 12 The inspector was also accompanied by an expert by experience. of who are included in the report. The views As part of the case tracking the inspector examined the person centred care plans and the associated documents such as risk assessments and activity plans for these individuals, also evidenced were the external reviews from the placing team to ascertain if the needs identified in the assessment are used as a basis for a comprehensive care plan. Care plans examined were clear and easy documents to follow Evidence was supporting to confirm that service users are respected and personal care is delivered maintaining individuals privacy and dignity Staff training in medication is conducted as part of the induction process, refresher training is also provided. Staff records viewed confirmed this. The inspector evidenced through out the care plans good practice examples in the way service users were to be encouraged and their independence promoted and maintained. Evidence was supporting to confirm that residents can bath as often or little as little as they wish, as long as basic hygiene needs are met. The nursing staff at the home are able and have been trained to take bloods and change dressings. The nursing staff have a good relationship with the district nurses who come in and do training sessions at the home. Medication procedures in the home were found to be in good order. The home has three different garden areas, one with raised beds which the residents have planted and this is used as a tranquil area, one area for a sensory garden which the residents have also planted and one area with three sheds which are painted into beach huts each having a different theme. The home has various animals and a mini farm in the grounds these include pigs, chicken, goats, ducks, guinea pigs and rabbits, all are rescue animals. The service has policies in place in respect of anti discrimination, equal oportunities, racial harasment and bullying. The policies are introduced to staff during their induction. Heffle Court DS0000021402.V376377.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): 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. Evidence was supporting to confirm that a range of social, cultural and recreational activities are on offer with the wishes of the service users being central to the provision. The menu is varied and specialist diets are provided for service users, with service user’s choice and wishes being respected. EVIDENCE: As part of the inspection the inspector case tracked four service users, examining the care plans and the associated documents such as risk assessments and activity plans for these individuals. Two service users where from the care floor and two from the nursing floor. The inspector spent time with the Registered Manager, head of care, two care team members and observed other staff interacting in a positive manner with service users during the inspection. The inspector was also accompanied by an expert by experience. The views of which are included in the report. Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 14 Extracts from the expert by experience report confirmed the inspector’s view that heffle court provides excellent outcomes for residents in the provision of daily life and activities. ‘more importantly the residents are involved in anything possible such as gardening, helping decide what should be grown, sowing seeds, thinning out, planting out, planting potatoes, baking cakes, dead heading, preparing vegetables for lunch. All activities are with unobtrusive supervision for instance the cake making would involve a resident mixing the ingredients and putting the mixture into the cake cases and then the chef, who had been there all the time, would put the tray in the oven. All the vegetables except peas are fresh either from the garden or bought from local growers, there really wasn’t a single pack of frozen vegetables in the freezer. The meal was delicious. The chef has a board in the kitchen listing every resident with their dietary needs likes and dislikes and he regularly talks to the residents to discuss alternative dishes. More to the point the three ladies on our table ate everything and the fourth lady had a vegetarian meal which she also finished’. The service has also created a tea room where teas and cakes are available, where the residents serve alongside a carer. Friends and family are welcome at any time and in accordance with service users wishes. Personal relationships and family relationships are encouraged if these are helpful and appropriate. Evidence was supporting to confirm that the service has updated their policies regarding Equality and Diversity. Heffle Court DS0000021402.V376377.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): 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. Service users benefit from a robust and efficient complaints procedure, whilst the homes procedures and processes protect residents. Staff training in Protection of Vulnerable Adults is up to date. EVIDENCE: During the inspection the inspector examined copies of notifications, and accidents and appointments, evidence of external reviews, and the complaints procedure Evidence was supporting to confirm that complaints are dealt with effectively and quickly in the home In addition evidence was supporting to confirm that residents and relatives felt able to raise concerns with the Registered Manger or staff and that these would be dealt with. Heffle Court DS0000021402.V376377.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 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. Accommodation at the home is provided in such a manner that it is safe, hygienic and odour free. Appropriate infection control procedures are in place, in order to reduce or eliminate the risk of infection to staff and service users. EVIDENCE: As part of the inspection the inspector carried out a partial environmental tour of the home, which included all communal areas, dining room, lounge, conservatory, kitchen, larder and store cupboards. The service user’s bedrooms who were involved in case tracking were also inspected. The home is well maintained and all areas of the home, including the garden, and all Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 17 areas are accessible to service users. The home has an ongoing plan of refurbishment in place. The size, location and layout of the home are suitable for its stated purpose. The home was clean and odour free throughout. The home has an infection control policy in place and staff are trained in infection control procedures, staff training records viewed confirmed this. The premises are well maintained, safe and accessible and comprise of service user accommodation on two floors, in single rooms. All rooms are fitted with an alarm call system and all but four have en-suite facilities. Communal areas on both floors include comfortable lounges, spacious dining areas, bathrooms and toilets. Outside, there are safe and secluded courtyard gardens where service users may sit and relax. The home is located close to the centre of town and is close to local shops and a public house. The service has new signs at the front of the building and has made the entrance more welcoming. Within the building new signage has been put up, with pictures for bathrooms and toilets, all bathroom and toilet doors are painted the same colour. The kitchenette area is open so residents and staff can make drinks together, allowing residents to take supervised risks. The home has three different garden areas, one with raised beds which the residents have planted and this is used as a tranquil area, one area for a sensory garden which the residents have also planted and one area with three sheds which are painted into beach huts each with a different theme. The home has various animals and a mini farm in the grounds these include pigs, chickens, ducks, goats, guinea pigs and rabbits, all are rescue animals. The service has replaced all the carpets downstairs and the home now looks clean and well maintained. Storage has also improved in the home. Heffle Court DS0000021402.V376377.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 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. Staff recruitment procedures are effective and protect service users from potential harm or risk associated with poor recruitment practices. EVIDENCE: As part of the inspection the inspector examined the recruitment files of two newly recruited staff to the service these were found to be in good order. The service uses the skills for care induction booklets, and a list of staff training was also seen as were copies of staff meetings. Evidence was supporting to confirm that staff are well trained, supervised and attend regular staff meetings Staff are also trained in areas relevant to the needs of service users such as dementia training, prevention of falls, risk management, and hoist training. Members of staff were seen on the day of the inspection interacting positively with service users in an encouraging manner. Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 19 The home now employees three Registered General Nurses and one Registered Mental Nurse. The head of care is qualified to NVQ3 and has achieved the Registered Managers Award. The home has three senior care assistants and eleven care assistants 50 of these have NVQ level 2. Additionally the home has One Chef Manager, one kitchen assistant, one cleaner, two laundry assistants, a maintenance man, and gardener. The Registered Manager is a RMN and has the Registered Managers Award also. In the nursing unit, they have one registered nurse on each shift, plus three carers depending on the level of needs of the residents. On the downstairs floor one senior carer plus two carers are on duty plus a cleaner and activities co coordinator for both floors. The Registered Managers hours are additional to these at all times. They also employ an administrator 20 hours a week. Heffle Court DS0000021402.V376377.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. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 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 Registered Manger has ensured that service users live in a safe and well managed service which is run in their best interests, and provides excellent outcomes for the residents placed. EVIDENCE: Evidence through out the inspection was supporting to confirm that service users receive an excellent level of service. Care plans and risk assessments Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 21 were informative, activities are provided and service user’s dignity and independence is respected. Staff are well managed, supervised and trained. Service users are protected by the homes policy on recruitment and handling of finances and valuables. The Registered Manager has worked hard to address the shortfall of the last inspection and the requirements have been met Evidence in the AQAA confirmed that policies and procedures are in place with regard to health and safety. The inspector evidenced records of staff meetings in the home and policies were signed and evidenced that these are worked through with staff on a monthly basis. Supervision is carried out for staff every bi monthly and in some cases monthly depending on staffing needs. The completed quality assurance questionnaires had been taken to collate therefore were not available to view on the day of the inspection. Heffle Court DS0000021402.V376377.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 X X 3 X X 3 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 4 13 4 14 4 15 4 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 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 X 4 X 3 X X 3 Heffle Court DS0000021402.V376377.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 Heffle Court DS0000021402.V376377.R01.S.doc Version 5.2 Page 24 Care Quality Commission The Oast Hermitage Court Hermitage Lane Maidstone Kent ME16 9NT 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. If you would like a summary in a different format or language please contact our helpline or go to our website. 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