Care Home: Home From Home

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What the care home does well Home from Home provides residents with an excellent standard of accommodation. The premises are homely, comfortable, and well decorated and furnished. It is evident that great care has been taken to make the home attractive and pleasant. A relative told us, `One of the things I applaud this home for is that it`s always clean.` Activities are provided for residents who want to take part. A senior carer told us, `All the residents can do things, like playing dominies and cards, and most days we have time to spend with them socially.` A resident said, `At the last residents meeting I suggested we played carpet bowls so Marie (one of the Managers) bought a set and we had a go.` Visitors can come to the home at any time. A relative told us, `We are made very welcome when we visit and the staff always ask if we want a cup of tea.` A resident said, `We have lovely visitors here, they look after all of us and bring us treats.`Menus are planned and chosen at residents meetings and changed every four weeks. A resident told us, `Today we`re having sausages, potatoes and vegetables, or chicken pie, or beef and onion pie. There`s always a choice for the main course and the pudding. If you don`t want the pudding you can always have ice-cream or something else.` Relationships between the Managers, the staff, and the residents were good, and all residents praised the staff team. Comments included, `The staff are very nice and helpful`, and `It`s nice to talk to the night carer before I go to sleep. I stay up and watch the news and then have a cup of tea and a chat with her.` A senior carer told us, `It`s a lovely place to work. The atmosphere is friendly and I love the residents to bits.` A relative told us that the staff were `always friendly`. Residents` meetings are held and minutes kept. Residents are encouraged to make suggestions at these meetings, or one a one-to-one basis to the Managers and staff. As a result of residents` suggestions the pudding menu has changed, new garden furniture has been purchased, and a mobile hairdresser brought into the home. What has improved since the last inspection? A weekly arts and craft session has been introduced and residents have been making Christmas decorations for relatives and the local church. One bedroom and one bathroom have been refurbished/redecorated, the kitchen and office have been redecorated, and new lounge carpets and garden furniture have been purchased. All the policies recommended for a care home have been put in place. What the care home could do better: At present the home does not have a `Complaints Book`. One should be put in place to record both formal and minor complaints. This will help to ensure there is a climate of openness in the home, and also show what action is taken when concerns are raised. CARE HOMES FOR OLDER PEOPLE Home From Home 5a Dragon Lane Newbold Verdon Leicestershire LE9 9NG Lead Inspector Kim Cowley Unannounced Inspection 24th November 2008 11:00 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 Home From Home DS0000001749.V373150.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. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service Home From Home Address 5a Dragon Lane Newbold Verdon Leicestershire LE9 9NG 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) 01455 828662 01455 823338 Home from Home Residential Care for the Elderly Limited Mr Daniel John Crowfoot Mrs Marie Ann Hartley Care Home 10 Category(ies) of Old age, not falling within any other category registration, with number (10) of places Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: 1. To be able to admit the person of category SI identified in correspondence from the previous registration authority dated 28/10/1999. 6th January 2008 Date of last inspection Brief Description of the Service: Home from Home is a small residential care home situated in the rural village of Newbold Verdon. It provides care for 10 older people. Bedrooms, which are all single, are on the ground and first floors, with a stair lift for access. Downstairs there is a large lounge and adjoining dining room. Both these rooms have patio doors, which lead out to the secluded gardens at the rear of the home. Fees start at local authority rates and no top-ups are required. Further information about the home is available from the Managers. Home From Home DS0000001749.V373150.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. This was a key inspection that included a visit to the home and inspection planning. Prior to the home visit, the inspector spent half a day reviewing the last inspection report, and information relating to the home received since that inspection. During the course of the inspection, which lasted five hours, the inspector checked all the ‘key’ standards as identified in the National Minimum Standards. This was achieved through a method called case tracking. Case tracking means the inspector looked at the care provided to three residents living at the home by meeting them; talking with the staff who support their care; checking records relating to their health and welfare; and viewing their personal accommodation as well as communal living areas. Other issues relating to the running of the home, including health and safety and management issues, were inspected. The inspector also met three other residents, two relatives, a visiting professional, the two Managers, and a senior carer. What the service does well: Home from Home provides residents with an excellent standard of accommodation. The premises are homely, comfortable, and well decorated and furnished. It is evident that great care has been taken to make the home attractive and pleasant. A relative told us, ‘One of the things I applaud this home for is that it’s always clean.’ Activities are provided for residents who want to take part. A senior carer told us, ‘All the residents can do things, like playing dominies and cards, and most days we have time to spend with them socially.’ A resident said, ‘At the last residents meeting I suggested we played carpet bowls so Marie (one of the Managers) bought a set and we had a go.’ Visitors can come to the home at any time. A relative told us, ‘We are made very welcome when we visit and the staff always ask if we want a cup of tea.’ A resident said, ‘We have lovely visitors here, they look after all of us and bring us treats.’ Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 6 Menus are planned and chosen at residents meetings and changed every four weeks. A resident told us, ‘Today we’re having sausages, potatoes and vegetables, or chicken pie, or beef and onion pie. There’s always a choice for the main course and the pudding. If you don’t want the pudding you can always have ice-cream or something else.’ Relationships between the Managers, the staff, and the residents were good, and all residents praised the staff team. Comments included, ‘The staff are very nice and helpful’, and ‘It’s nice to talk to the night carer before I go to sleep. I stay up and watch the news and then have a cup of tea and a chat with her.’ A senior carer told us, ‘It’s a lovely place to work. The atmosphere is friendly and I love the residents to bits.’ A relative told us that the staff were ‘always friendly’. Residents’ meetings are held and minutes kept. Residents are encouraged to make suggestions at these meetings, or one a one-to-one basis to the Managers and staff. As a result of residents’ suggestions the pudding menu has changed, new garden furniture has been purchased, and a mobile hairdresser brought into the home. What has improved since the last inspection? What they could do better: At present the home does not have a ‘Complaints Book’. One should be put in place to record both formal and minor complaints. This will help to ensure there is a climate of openness in the home, and also show what action is taken when concerns are raised. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 7 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. Home From Home DS0000001749.V373150.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 Home From Home DS0000001749.V373150.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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents’ needs are assessed prior to admission to ensure the home is suitable for them. This judgement has been made using available evidence including a visit to this service. (Standard 3 was inspected.) EVIDENCE: The home has a mixture of private and social services funded residents. All are fully assessed prior to admission. The Managers visits them in their own homes or in hospital in order to do this. They also talk to relatives/friends and health professionals to get their views on resident’s needs. These steps help to ensure the home is suitable for each resident and that staff can care for them properly. Once admitted, each resident has a four weeks trial period. The Managers said that prospective residents are encouraged to visit the home to have a look round, and to meet staff and other residents. They can also, if they wish, spend a day at the home. This helps them to decide whether they would like to move in. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 10 Records relating to a recent admission were inspected. Health and personal care needs had been considered, and the Managers had liaised with relevant professionals and family members to get their views on how best to care for the resident in question. Since the last inspection admission and assessment forms have been updated to provide more information about residents’ needs relating to diversity and cultural background. Standard 6 was not inspected, as this home does not provide intermediate care. Home From Home DS0000001749.V373150.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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Staff in the home, and in the wider community, meet residents’ health and personal care needs. This judgement has been made using available evidence including a visit to this service. (Standards 7, 8, 9, and 10 were inspected.) EVIDENCE: All residents have care plans, which set out how their health, personal and social needs are to be met. Residents and their relatives, where appropriate, are consulted when care plans are written. Care plans emphasise the importance of each resident’s quality of life in the home, rather than just focussing on care needs. One section records each resident’s ‘Life History’. This is usually filled by the resident’s family, and provides information about their past, for example, the schools they attended, places they worked, and holidays they had. It helps staff to engage with residents and chat to them about their lives prior to coming into the home. One of the residents we talked to had fallen that morning from a sitting position so we looked at her risk assessments. We saw that she was risk assessed for falling while walking, but not while sitting. We discussed this with Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 12 one of the Managers who said that as the fall had just happened staff had not had time to re-write resident’s risk assessment, but it would be done by the end of the shift. Local doctors, district nurses, chiropodists, dentists, opticians, hearing services, and other medical personnel provide services to residents. District nurses train staff where necessary. Care records showed that residents’ health care needs are promptly identified and met. During the inspection the home’s contract pharmacist visited the home to deliver medication. He told us he was satisfied with how the home manages medication and said he provides training to staff on request, and advice at any time, including out of hours. When we looked at medication records we saw that one resident had recently had their medication changed. This was because she had fallen out of bed and appeared sedated. Staff contacted her GP and her medication was changed. This resulted in no more falls and an improvement in her demeanour. The residents and relatives we talked to told us that staff treat everyone who lives in the home with respect and help them to maintain their privacy. Home From Home DS0000001749.V373150.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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Activities are provided for residents who want them and wholesome and varied meals are served. This judgement has been made using available evidence including a visit to this service. (Standards 12, 13, 14, and 15 were inspected.) EVIDENCE: Since the last inspection a weekly arts and craft session has been introduced and residents have been making Christmas decorations for relatives and the local church. A mobile hairdresser has also been coming to the home at the residents’ request. Residents’ comments about the activities included: ‘At the last residents meeting I suggested we played carpet bowls so Marie bought a set and we had a go.’ ‘There are enough activities if residents want to do them.’ ‘One resident was 100 and we were all invited to her party.’ ‘I play the piano.’ ‘We watch television.’ ‘We always have a party for our birthdays. The room is decorated with banners and we have lovely food including a cake with candles and everyone sings Happy Birthday.’ Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 14 A senior carer told us, ‘All the residents can do things, like playing dominies and cards, and most days we have time to spend with them socially.’ The Managers have two small dogs that are brought to the home for the residents to see. A relative told us, ‘The dogs are quite therapeutic – the ladies like them.’ And a resident said she, ‘I love the little dogs and I nurse them on my lap.’ A record is made of all the activities each resident takes part in. This is good practice as it shows how residents’ social needs are met. The record was examined and gave examples of the sort of things residents do in the home, for example: went shopping with staff’, ‘hair washed and set’, and ‘sat outside with relative’. The Managers said visitors are welcome at the home at any time, although they may wish to avoid mealtimes, and they are always offered refreshments. A relative told us, ‘We are made very welcome when we visit and the staff always ask if we want a cup of tea.’ A resident said, ‘We have lovely visitors here, they look after all of us and bring us treats.’ Menus are planned and chosen at residents meetings and changed every four weeks. The food served is mainly traditional English. A resident told us, ‘Today we’re having sausages, potatoes and vegetables, or chicken pie, or beef and onion pie. There’s always a choice for the main course and the pudding. If you don’t want the pudding you can always have ice-cream or something else.’ Other comments about the food included, ‘We have good food here. It is excellent’, and ‘They do nice teas with sandwiches, cakes and tarts.’ A relative told us that their family member ‘eats well’ at Home from Home. They said she sometimes needs assistance to eat, which the home provides. They also told us that ‘The home tried to get her cooking but she didn’t want to.’ We asked one resident about fluid intake as people who live in care homes sometimes become dehydrated. She told us residents at the home have plenty to drink. She said, ‘I have tea at 7 am in my room, then with my breakfast. At mid-morning I have tea or orange juice. At lunch I have water, then orange juice or tea at mid-afternoon, then tea at tea-time, orange juice and a biscuit at 8.15 pm, and more tea before bed.’ Home From Home DS0000001749.V373150.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. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Residents and their relatives are encouraged to talk to staff about any concerns they might have. This judgement has been made using available evidence including a visit to this service. Standards 16 and 18 were inspected.) EVIDENCE: The home has a written complaints procedure that is made available to residents and their representatives. A copy is displayed in the entrance hall, and in each resident’s bedroom so it is easy for them to access. Residents also have the opportunity to raise concerns at residents’ meetings, or individually with staff. The complaints procedure is also explained to residents and their families when they first come to the home. There has been one complaint since last inspection. This was addressed by the local Social Services Department. CSCI were made aware of the concerns, and where relevant they were followed up at this inspection. All the residents and relatives we talked to said that if they had a complaint they would speak out. A relative said, ‘If I had a problem I’d tell Marie. I’d be comfortable doing that. But we’ve never had anything to complain about in two years.’ Appropriate records had been kept of the last complaint, although the home does not have a ‘Complaints Book’. It was suggested that one is put in place to record formal and minor complaint. This would help demonstrate there is a Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 16 culture of openness in the home where residents and relatives are happy to speak out and staff act on what they say. The home has a safeguarding and whistle blowing procedure in place. This advises staff what to do if they are concerned about a resident’s welfare. We talked to a member of the care staff team about safeguarding and she was clear about what action to take if an issue arose. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is excellent. This judgement has been made using available evidence including a visit to the service. Residents live in an environment that is homely, well decorated, and safely maintained. (Standards 19 and 26.) EVIDENCE: Home from Home provides residents with an excellent standard of accommodation. The premises are homely, comfortable, and well decorated and furnished. It is evident that great care has been taken to make the home attractive and pleasant. The garden, which is at the rear of the home, is secluded and wheelchair accessible. There is a lawn, a level pathway, and a patio with seating. The home’s lounge/dining room overlooks the garden. Since the last inspection the following improvements have been made to the home: • • One bedroom refurbished/redecorated One bathroom refurbished/redecorated DS0000001749.V373150.R01.S.doc Version 5.2 Page 18 Home From Home • • • The kitchen and office redecorated New lounge carpets New garden furniture Residents’ and relatives’ comments about the premises included: ‘It’s always lovely and warm here.’ ‘I’ve got a new bedroom carpet coming this week.’ ‘One of the things I applaud this home for is that it’s always clean.’ Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. Well-trained and caring staff meets residents’ needs. This judgement has been made using available evidence including a visit to the service. (Standards 27, 28, 29 and 30 were inspected.) EVIDENCE: Both Managers work full-time in the home and a shift leader is in charge when they are not on duty. There are two staff on in the morning, two in the afternoon, and one waking member of staff on at night with a further member of staff on call. Relationships between the Managers, the staff, and the residents were good, and all residents praised the staff team. Comments included: ‘The staff are very nice and helpful.’ ‘It’s nice to talk to the night carer before I go to sleep. I stay up and watch the news and then have a cup of tea and a chat with her.’ ‘I’m interested in the staff and their training and their families and they include me and tell me things, for example if they’re at college studying.’ A senior carer was interviewed. She told the inspector, ‘It’s a lovely place to work. The atmosphere is friendly and I love the residents to bits.’ A relative told us that the staff were ‘always friendly’. The Managers reported that all staff have CRB/POVA checks before they start work in the home, and two written references are obtained. Staff records, two of which were sampled, confirmed this. This will help to safeguard residents. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 20 The majority of staff have NVQ (National Vocational Qualifications) Level 2 in Care. Additional training courses are ongoing and records showed that staff are encouraged to develop their existing skills and learn new ones. Six staff are currently doing a course of Dementia Care. In addition all staff have twomonthly supervision sessions and annual appraisals with the Managers. The training and supervision arrangements in the home help to ensure that staff are competent to do their jobs. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. JUDGEMENT – we looked at outcomes for the following standard(s): Quality in this outcome area is good. This judgement has been made using available evidence including a visit to the service. Residents live in a home that is safe and well managed. (Standards 31, 33, 35, 37 and 38 were inspected.) EVIDENCE: The home is jointly managed, and both the Managers have successfully completed NVQ Level 4 and the Registered Manager’s Award. They work fulltime in the home carrying out both care and administrative tasks and live in the grounds where are they are on call 24/7. Residents’ meetings are held and minutes kept. Residents are encouraged to make suggestions at these meetings, or one a one-to-one basis to the Managers and staff. As a result of residents’ suggestions the pudding menu has changed, new garden furniture has been purchased, and a mobile hairdresser brought into the home. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 22 Residents’ finances are looked after by the residents themselves, their relatives, or the local social services department. The Managers will look after small amounts of money on request and records are kept of these transactions. Since the last inspection the following policies have been put in place: • • • • Visiting Arrangements Individual Care Planning and Review Management of Service Users Money, Valuables, and Financial Affairs Record keeping The home now has all the policies recommended for a care home. Records showed that the health, welfare and safety of residents and staff is a priority in the home. Staff are trained in health and safety during their induction and the premises are risk assessed. Appropriate checks and servicing of equipment has been carried out. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 X X 3 X X N/A 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 3 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 4 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 3 X 3 X 3 X X 3 Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? No STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. 1 Refer to Standard OP16 Good Practice Recommendations A ‘Complaints Book’ should be put in place to record both formal and minor complaints. This will help to ensure there is a climate of openness in the home, and also show what action is taken when concerns are raised. Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 25 Commission for Social Care Inspection Eastern Region Commission for Social Care Inspection Eastern Regional Contact Team CPC1, Capital Park Fulbourn Cambridge, CB21 5XE 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. Extracts may not be used or reproduced without the express permission of CSCI Home From Home DS0000001749.V373150.R01.S.doc Version 5.2 Page 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. 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