Care Home: Heronswood

Similar services:

• Springfield House
• Sutton Lodge Nursing Home
• The Shelley
• St Helier`s Residential Hotel
• St Joseph`s
• Ridgemount
• Wingham Court
• Old Hastings House

What the care home does well Residents continue to live in a quiet and relaxed environment with their range of needs able to be met by living at the home. All persons consulted spoke positively about their current experiences at the home. A sample of their comments include "Everything is done to ensure wellbeing and comfort" "Fantastic personal and medical care" "They appear to look after their residents well I wish there were more homes like this one". Staff fedback that what they felt that the home does best is "the residents they are all very nice" and "The home is very quiet and peaceful". Staff make a positive contribution in residents lives, as they benefited from a staff team that know them and who are safely recruited and employed in sufficient numbers as is necessary to meet their needs. Feedback about staff include "The staff are extremely caring as well as being professionally competent" "Staff seem very caring and they take an interest" "very gentle and calm" and "They do the little extra things that make the difference". A Health care professional fedback "always seems to be someone around to ask for help they seem very efficient, their English is always good". All parts of the home visited were observed to be clean, relatives fedback "His bedroom is always tidy and clean" and "the place is always kept clean". What has improved since the last inspection? Two areas of shortfall were noted at the previous inspection which related to the need to improve aspects of the environment in order to make it fit for purpose. The provider is now taking positive steps to address these environmental shortfalls and gradually improving the decor, maintenance and the suitability of parts of the environment for people with restricted mobility. Feedback included "It is much better than it used to be and getting better all the time" "The home continues to become even better as the time goes on" and "Environment always seems clean used to be quite dark but now getting much better". What the care home could do better: There are no areas of shortfall noted at this inspection that have resulted in requirements being made. The regional manager will review the meal time arrangements to help ensure that residents are aware of the meal choices available to them. The manager agreed to improved the standards of administration in staff files to ensure that they contained the appropriate documentation. The work and investment planned to be undertaken to the environment must now be completed in order to ensure that the environment is accessible and suitable for the needs of people being accommodated. Key inspection report Care homes for older people Name: Address: Heronswood Heronswood 51 Harestone Hill Caterham Surrey CR3 6DX     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Jane Jewell     Date: 2 8 0 5 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 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. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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: Heronswood Heronswood 51 Harestone Hill Caterham Surrey CR3 6DX 01883344645 01883341232 gurl_red19@yahoo.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): S.E.S Care Homes Ltd Name of registered manager (if applicable) Miss Devianni Dinand Type of registration: Number of places registered: care home 21 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 21 The registered person may provide the following category 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 category: Old age, not falling within any other category (OP) Dementia (DE) Date of last inspection Brief description of the care home Heronswood is a converted domestics detached property, which is registered to provide care and accommodation up to twenty-one older people. The home has been a care home since 1986 with the current owners purchasing the property in 2005. The organisation also own and operate two other registered care homes in the South East. Care Homes for Older People Page 4 of 26 Over 65 0 21 21 0 0 7 0 8 2 0 0 9 Brief description of the care home The home is in an elevated position on the outskirts of Caterham and its amenities being a short journey away. The home is presented over three floors with the upstairs accommodation accessed by a shaft passenger lift. Due to the layout of the building the home is not suitable for residents who have a permanent restricted mobility. Communal space consists of two lounges, a dining room and a small conservatory. There is a rear sloped garden with a patio area, the front area of the home is paved to provide parking. Residents accommodation consists of nineteen single bedrooms with the vast majority providing en-suite facilities. The home provided long and short term placements The fees for residential care are currently in the range of £574 to £662per week, depending on room and the funding arrangements. Extras such as: newspapers, hairdressing, chiropody, toiletries are additional costs. Refer to the homes literature for the actual amounts charged for any additional costs. 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: The information contained in this report has been comprised from an announced inspection undertaken over three hours and information gathered about the home before and after the inspection. The manager had completed an Annual Quality Assurance Assessment form (AQAA). This provided basic information about how the home felt is was currently meeting the National Minimum Standards and numerical information, this document was used to help inform the inspection process. The inspection was facilitated in by Devianni Dinand (Registered Manager) and a newly appointed regional manager. This is the homes second key inspection within twelve months. The focus of the inspection was to look mainly at the areas of shortfall noted at the previous inspection. This related purely to the environment, as all other areas assessed at the previous inspection provided good outcomes for the people living there. Care Homes for Older People Page 6 of 26 The inspection consisted of being shown around the environment, including vacant and occupied bedrooms and the communal areas. Some of the homes documentation was sampled in order to confirm that the good outcomes noted at the previous inspection were being maintained, this included care planning, staff recruitment files. Part of the lunch time meal and the afternoon events and activities were observed, which involved four residents taking part. Two residents, two staff and two relatives were consulted as part of the inspection. A health care professional who was visiting the home at the time was also consulted. Feedback surveys were sent to the home for distribution in order to obtain the views on the quality of the services and facilities being provided. One was returned from a relative. Their feedback is included in this report. There were six residents living at the home at the time of the inspection. Care Homes for Older People Page 7 of 26 What the care home does well: 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 on page 4. Care Homes for Older People Page 8 of 26 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. Prospective residents have a range of information about the home to help them make informed choices about whether the home could meet their needs. Residents continue to live in a quiet and relaxed environment with their range of needs able to be met by living at the home. Evidence: It was previously confirmed that there is a range of information available to prospective residents to help them make an informed decision about whether the home could meet their needs. There has not been any long term admissions to the home for some time with occupancy remaining currently low. There continues to be a range of needs being accommodated this includes the majority of residents who have developed dementia including some who have also have physical needs and mental health conditions. The Care Homes for Older People Page 11 of 26 Evidence: majority of residents have lived at the home for several years and are assessed as having medium levels of assessed needs. Through observation, looking at records and speaking to residents, staff and relatives, there was evidence that the home is meeting the needs of residents and continues to offers a quiet, relaxed and gentle lifestyle. A resident fedback that they Like living at the home as the staff were very nice and kind. Relatives fedback that Everything is done to ensure wellbeing and comfort. A health care professional commented They appear to look after their residents well I wish there were more homes like this one. Staff fedback that what they felt that the home does best is the residents they are all very nice and The home is very quiet and peaceful. A relative and health care professional both commented on the improving standards at the home It is much better than it used to be and getting better all the time and The home continues to become even better as the time goes on. Good practices were noted in the manager undertaking needs assessments of residents following a stay in hospital to determine whether the home could continue to meet their needs safely Care Homes for Older People Page 12 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. There is a good care planning system in place which provides staff with the information they need to be able to meet residents needs. The health needs of residents continue to be well met with evidence of regular input from a range of health care professionals. Personal support is offered in ways, which promotes and protect residents privacy and dignity. Evidence: Work continues to have been undertaken to keep improving the standards of care planning and risk assessments. Six care plans were viewed and these contained a range of information about the needs and preferences of residents. Care plans provided guidance on how to meet residents needs in a consistent way. Staff consulted with demonstrated a good understanding of the individual needs and preferences of residents. Individual risk assessments are in place, which covered core and specialist areas of risks that residents may face or pose and records included the actions to manage any identified risks. Care Homes for Older People Page 13 of 26 Evidence: The home continues to work closely with a range of health care professionals including GPs district and specialist nurses, chiropodists, opticians and dentists to ensure residents receive a range of health care intervention. It was clear that where a resident has needed medical advice or intervention then this has been sought promptly. A relative fedback Fantastic personal and medical care. Staff were observed providing dignified and sensitive support to residents while they were being supported to eat their meal. Staff showed an understanding of good practices in preserving residents rights to privacy and dignity. A relative spoke about how discrete staff were when supporting with personal care. The manager spoke of the support they had received in the past from Health Care professionals during the care of residents who were terminally ill, and the positive feedback from health care professionals and relatives for the care and support of a resident who was cared for at the home prior to their recent death. Care Homes for Older People Page 14 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. Residents lives continue to be enriched by the home providing various opportunities for occupation and through links with families and friends being valued and supported by the home. The home is in the process of ensuring that residents are made aware of the meal choices available. Evidence: The home continues to offer a range of in house activities, this includes games, videos, gentle exercise and nail care. A monthly plan and news letter is displayed to inform of planned events and activities. A relative spoke of how their relative sometimes stays in their bedroom and how staff enable them to listen to a suitable radio station as they love music. They spoke of being able to visit at any reasonable time and how they are made to feel welcome. A resident spoke of how they liked to join in the activities and particularly liked playing bingo. The inspector observed part of the lunch time meal which was presented well with individual preferences respected. Menus were reported to be based on residents likes. Care Homes for Older People Page 15 of 26 Evidence: Residents who required support received largely discrete assistance from staff. The majority of residents eat their meals in a pleasantly decorated environment conducive to providing a relaxed environment. The area manager spoke of receiving feedback from residents as part of their recent monitoring visit that sometimes there is a lack of meal choice. A resident also fedback that there was a limited choice of meals to the inspector. The manager confirmed that there is a choice of meals available but as a result of feedback the area manager had already identified the need to review the meal time arrangements, in order to ensure that residents were aware of the choices available to them. Care Homes for Older People Page 16 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. An effective complaints procedure and appropriate adult protection policies helps to protect the rights and interests of residents. Evidence: There is an accessible complaints procedure for residents, their representatives, and staff to follow should they be unhappy with any aspect of the service. All residents and relatives consulted continue to state that they felt able to share any concerns they had with the manager. The manager reported that there have been no formal complaints to the home since previous inspection. The home has written policies covering safeguarding adults and whistle blowing. These make clear the vulnerability of people in residential care, and the duty of staff to report any concerns they may have to a responsible authority for investigation. Staff consulted said they had received formal training in safeguarding adults and prevention of abuse and showed an understanding of their roles and responsibilities under safeguarding adults guidelines. There has been no safeguarding referral made to social services since the previous inspection. Care Homes for Older People Page 17 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. Residents live in a clean environment with their personal accommodation individualised to reflect their lifestyles and preferences. Positive progress is now being made to ensure that the environment is fit for purpose and to be able to meet the range of residents needs. Evidence: The home is in an elevated position on the outskirts of a town centre, access to local facilities involves a short journey or walk which involves steep inclines. Since the previous inspection some works have been undertaken to improve standards of maintenance and provide an environment suitable for the needs of residents accommodated. This has involved the recruitment of maintenance staff, further redecoration and refurbishment of some bedrooms and works to the external grounds to make this area more inviting. It was noted that positive steps are now been taken by the provider to improve overall environment standards with a new maintenance and refurbishment plan having recently been developed, which including short timescales. This plan includes the landscaping of the garden area to create a level and secure safe area, external paint work, refurbishment of first floor bathroom and new ground floor carpeting. A visiting health care professional fedback Environment always seems clean used to be quite dark but now getting much better. A relative Care Homes for Older People Page 18 of 26 Evidence: fedback The environment is quite homely which suites him. Communal space consist of a lounge, dinning room and small conservatory, much effort continues to be made to create a homely feel to these areas. Residents bedrooms have been personalised in accordance with their lifestyles and preferences. The home is presented across three floors with the vast majority of residents accommodation above ground level. Access to the first and second floors is via steep stairs or a small shaft lift. Due to the steep nature of the stairs residents are heavily reliant on the lift in order to access their bedrooms above ground level as currently no residents use the stairs. The manager confirmed that consideration is given to residents with mobility restrictions in the event of fire and these residents have moved to bedrooms to the ground floor. Since the previous inspection there has been one reported breakdown of the lift which meant that the lift was out of use for several days. Although arrangements were put in place to ensure that the needs of those residents unable to access the ground floor were being addressed, concerns were noted at the time by the Commission regarding the age and maintenance arrangements for the lift. The regional manager confirmed that they have changed maintenance contractors /insurers and as a consequence the lift was recently serviced with no faults noted. Corridors above ground floor are narrow and in some parts dark and do not enable ease of access. The manager is aware of the restrictions that the layout and access arrangement has on the level of residents needs that can be met by the home. A significant number of bedrooms above ground floor have not been occupied for some time and the manager is currently reviewing their use for residential care for older people. All parts of the home visited were observed to be clean, relatives fedback His bedroom is always tidy and clean and the place is always kept clean. Care Homes for Older People Page 19 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. Staff continue to make a positive contribution in residents lives, as they benefited from a staff team that know them and who are safely recruited and employed in sufficient numbers as is necessary to meet their needs Evidence: Residents, staff and relatives continue to feedback that they felt that there was sufficient numbers of staff on duty for staff to undertake their roles in a timely manner and for residents to receive the support they needed when they wanted it. The manager was aware of need to base future staffing levels on the level of residents needs when occupancy increases. Consistent positive feedback was received regarding the kindness of staff, a sample of comments included The staff are extremely caring as well as being professionally competent Staff seem very caring and they take an interest very gentle and calm and They do the little extra things that make the difference. A Health care professional fedback always seems to be someone around to ask for help they seem very efficient, their English is always good. The home currently employs fourteen staff with half employed on a part time. The majority of staff are trained oversees nurses who are currently undertaking National Vocational Training (NVQ) in the UK. The personal files of two newly appointed staff were viewed. There is a robust recruitment process in place, which includes the use of an application form, interviews, Criminal Records Bureau (CRB) checks and written Care Homes for Older People Page 20 of 26 Evidence: references prior to employment commencing to help ensure that only staff who are suitable to work with Vulnerable people are employed. However the standard of administration needed to be tightened in order that documents were more easily accessible and correctly filed, which the manager acknowledged. Staff consulted with confirmed that they have undertaken or are in the process of completing all of the areas of mandatory training needed for them to work safely with residents. Care Homes for Older People Page 21 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. Residents benefit from a motivated manager who is gradually developing a fuller range of management skills and understanding of best care practice and who is now receiving active support from the organisation. The manager provides a clear ethos and values that enables staff to then provide good quality support to residents. Staff are being appropriately supervised and given direction to ensure good practices and the homes policies and procedures are being followed. The home continues to review aspects of its performance through a good programme of self review and feedback. Evidence: Since the previous inspection the manager has become registered with the Commission in respect of the service. They have worked at the home for many years including several years as the acting manager. They continue to develop their skills and understanding of the management of a service for older people through ongoing training and development. They are currently undertaking the recommended management qualifications as well as holding other health and social care Care Homes for Older People Page 22 of 26 Evidence: qualifications. They demonstrated much commitment to residents in their care and to improving services at the home. Without exception all persons consulted continued to speak positively about the manager with particular reference to their gentle nature and hands on approach. A sample of comments about management included Lots of changes of manager over the last few years, although previous managers have had more experience, Devianni is so kind and is really beginning to make a differenceManager very supportive if do not know something she will always tell you in a friendly manner and Manager very helpful and kind. The manager is now being actively supported by a newly appointed regional manager, who demonstrated commitment to driving through improvements to increase occupancy at the home and supporting the manager to achieve the aims of the home. The regional manager completes the monthly recorded visit to the service on behalf of the provider to monitor standards. The most recent report provided a comprehensive action plan of areas that need to be addressed, this included environmental factors and some internal documentation. There are several mechanisms in place for the home to obtain feedback on the quality of the services provided and whether it is achieving its aims and objectives. This includes residents and staff feedback surveys annual placement reviews and informal discussions with residents and families. The manager confirmed that changes to activities and menus have occurred as a result of such feedback. Staff consulted confirmed that they receive formal supervision and that records of these sessions are maintained. It was clear that these sessions are used to effectively identify staff training needs and to discuss work practices. The person appointed to manage also works directly with care staff who said that they also provide informal direction and feedback when they work together. Staff said they felt well supported to undertake their roles and were receiving some formal supervision and from the manager working directly with them each shift. Care Homes for Older People Page 23 of 26 Are there any outstanding requirements from the last inspection? Yes £ No R Outstanding statutory requirements These are requirements that were set at the previous inspection, but have still not been met. They say what the registered person had to do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. No. Standard Regulation Requirement Timescale for action Care Homes for Older People Page 24 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 Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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!