Care Home: Jim Gillespie House

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What the care home does well The home provides good quality information to people in the form of the statement of purpose and service users guide before they move into the home, this gives people an opportunity to make a judgement as to whether the home can meet their needs. Assessments are undertaken before people move into the home, this gives people an opportunity to inform the staff of their individual needs and the staff have all the information they need to commence the care plan immediately. Care plans are well constructed, fully documented and easy to understand. People have the opportunity to input into their care plans making sure that the care delivered is agreed to by themselves. People have access to appropriate activities, they have the opportunity to be involved in deciding which activities are undertaken. People are able to continue with hobbies and activities and are able to organise their own days. The home has a complaints procedure that is easy to understand and accessible to people and their families. People who have concerns are listened to and staff act upon them. The home protects people from harm by the policies and procedures relating to safegurding, staff undertake training in the protection of vulnerable adults (POVA) and the procedures relating to recruitment and selection are robust. People live in a comfortable clean environment, that is well maintained and meets their needs. they have the opportunity to furnish and decorate their own rooms giving them a feel of ownership and individuality. The staff receive a good level of training this enables them to care for the people in the home, they are supervised regularly their professional development is discussed as well as the needs of the home. The staff are recruited under policies and procedures that are robust and helps to minimise the risk of harm and abuse to people who use the service. The manager has the qualifications and skills to manage the home in the best interests of the people who live there. People have the opportunity to influence the way the service develops by attending meeting and the quality assurance system where their ideas and comments are solicited through questionaires. People told us that the atmosphere of the home was nice, that they were pleased with the support they received and that the staff were friendly and very kind. They told us that they like the home very much, the food is good they like it when they do activities which are always good.One person said "Jim Gillespie House is a wonderful place the manager and staff are very helpful and I am very happy here." One professional visiting the home told us " I visit many care homes and I can sincerely say that Abbeyfields is one of the best, staff are very friendly and approachable and are always willing to help." What has improved since the last inspection? following changes to the company name this service is categorised as a new registration and this is the first inspection under the arrangements. The service is a new registered, there have been no previous inspections. What the care home could do better: The inspection found no shortfalls and the outcomes for people were considered to be excellent. Key inspection report Care homes for older people Name: Address: Jim Gillespie House Abbeyfield House 291 Dunchurch Road Rugby Warks CV22 6HP     The quality rating for this care home is:   three star excellent 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: Ashley Fawthrop     Date: 1 5 0 9 2 0 0 9 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 27 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) 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 Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Jim Gillespie House Abbeyfield House 291 Dunchurch Road Rugby Warks CV22 6HP 01788812644 01788814806 m.derbie@abbeyfield.com Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): The Abbeyfield Society Name of registered manager (if applicable) Mrs Maureen Derbie Type of registration: Number of places registered: care home 28 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The maximum number of service users who can be accomodated is 28 The registered person may provide the following categories of service, Care Home only, Code PC, to service users of the following gender, either, whose primary care needs on admission to the home are within the following categories, Old Age, not falling within any other category, Code OP Date of last inspection Brief description of the care home Jim Gillespie house offers residential accommodation for 27 people aged 65 and over. The home does not offer any special facilities. On the ground floor,the living area comprises of 24 single rooms, 11 of these have en-suite facilities. There are two lounges and a large dining room. There are also bedrooms and bathrooms in the adjoining wings. On the upper floor there are a further three rooms with en-suite Care Homes for Older People Page 4 of 27 Over 65 28 0 Brief description of the care home facilities. There is a local bus service to shops and services within the local area. There is a copy of the last inspection report kept on the premises for people who wish to view it. People who wish to enquire about the scale of charges should contact the home directly. Care Homes for Older People Page 5 of 27 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: three star excellent 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 site visit was undertaken on the 15th September 2009 between the hours of 10:00 and 15:30, the visit was made by one inspector. We received the Annual Quality Assurance Assessment (AQAA) within the the timescales allowed. The AQAA tells us how the home assesses its performance relating to the outcomes for people living at the home. It informs us of what the home does well, does not do well, what has improved since the last inspection and how it intends to improve over the next twelve months. People and staff living at the home were involved in the inspection no surveys were sent out, however, both people living at the home and staff were able to give information about the home through face to face discussions. Information seen before the visit included notifications sent to us recording accidents Care Homes for Older People Page 6 of 27 and incidents and information was gathered from the registration report. Records seen on the day of the visit included the statement of purpose and the service users guide. Records were seen in relation to the protection of people, individual care plans, daily records, records of activities, medications, menus, complaints, and the protection of vulnerable adults. Parts of the building were seen and records relating to staff training, recruitment and management were also seen. Care Homes for Older People Page 7 of 27 What the care home does well: The home provides good quality information to people in the form of the statement of purpose and service users guide before they move into the home, this gives people an opportunity to make a judgement as to whether the home can meet their needs. Assessments are undertaken before people move into the home, this gives people an opportunity to inform the staff of their individual needs and the staff have all the information they need to commence the care plan immediately. Care plans are well constructed, fully documented and easy to understand. People have the opportunity to input into their care plans making sure that the care delivered is agreed to by themselves. People have access to appropriate activities, they have the opportunity to be involved in deciding which activities are undertaken. People are able to continue with hobbies and activities and are able to organise their own days. The home has a complaints procedure that is easy to understand and accessible to people and their families. People who have concerns are listened to and staff act upon them. The home protects people from harm by the policies and procedures relating to safegurding, staff undertake training in the protection of vulnerable adults (POVA) and the procedures relating to recruitment and selection are robust. People live in a comfortable clean environment, that is well maintained and meets their needs. they have the opportunity to furnish and decorate their own rooms giving them a feel of ownership and individuality. The staff receive a good level of training this enables them to care for the people in the home, they are supervised regularly their professional development is discussed as well as the needs of the home. The staff are recruited under policies and procedures that are robust and helps to minimise the risk of harm and abuse to people who use the service. The manager has the qualifications and skills to manage the home in the best interests of the people who live there. People have the opportunity to influence the way the service develops by attending meeting and the quality assurance system where their ideas and comments are solicited through questionaires. People told us that the atmosphere of the home was nice, that they were pleased with the support they received and that the staff were friendly and very kind. They told us that they like the home very much, the food is good they like it when they do activities which are always good. Care Homes for Older People Page 8 of 27 One person said Jim Gillespie House is a wonderful place the manager and staff are very helpful and I am very happy here. One professional visiting the home told us I visit many care homes and I can sincerely say that Abbeyfields is one of the best, staff are very friendly and approachable and are always willing to help. 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. 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 27 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 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from receiving information about the service before they move into the home. This allows them to make a decision as to whether the home can meet their needs. People benefit from having their needs assessed before they move into the home as staff have all the up to date information available to them so that they can commence the care plan when people move in. Evidence: The home has a comprehensive statement of purpose and service user guide. Each person has a copy of this and these were seen in individual bedrooms. People receive a service user guide before they move into the home. The guide includes all the information needed to make an informed choice before moving into the home. The manager told us that these documents are available in large print, other Care Homes for Older People Page 11 of 27 Evidence: languages and braille if required. On viewing the care plans for people that have been recently admitted there were assessments relating to their needs before they moved into the home. Information included their social background, daily living and social activities and previous medical history. Other information included an assessment of their physical health, current medication, mental health, personal care and dietary requirements. On one assessment there was a pressure sore risk assessment that included any need for specialist equipment. On talking to people who had been recently moved into the home they told us that they had received information about the services that the home offers before they made a decision. They also told us that staff had visited them and talked to them about their needs. There was evidence that people who were considering moving to the home had been involved in their assessment as there were comments about their care and comments from relatives also included in the assessment document. Care Homes for Older People Page 12 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be confident that their personal needs are recorded on the care plans, these are reviewed and updated regularly to make sure that peoples health and well being is maintained. People benefit from a medication system that is safe and audited and reduces the risk of mistakes. Evidence: The care plans of three people were case tracked. These were up to date and easy to read. Information recorded during assessments before people moved in have been transferred into the care plan. Each care plan contained a personal risk screening tool assessing the risk of harm from daily activities such as moving and handling, socialising, nutrition, personal hygiene, pain management and continence among others. The risk assessments identifies whether the person is low, medium or high risk. Staff record actions taken by them to reduce the risks recorded. Care Homes for Older People Page 13 of 27 Evidence: This makes sure that the risk to people is kept to an acceptable level and reduces the risk of injury or harm. The care plans record the goals and outcomes of each area of the plan. Staff record the needs and abilities separately on the reverse of the care plan. There is information recording personal preference in relation to personal care, diet and socialising. This makes sure that staff recognise the individuality and diversity of people. Each care plan contained a review sheet that records the individuals and relatives comments regarding their needs. These are signed by staff, the person that the care plan is written for and their families or representative. This makes sure that people agree to the care they receive. There is evidence of other health care professionals being involved in care planning when required. Including GPs, District Nurses, Opticians and Chiropodists. This makes sure that staff recognise when other professional are needed to support a person care plan. Records of day to day events from each shift are recorded on a separate file and these were up to date. Information includes issues relating to health and well being, activities and incidents. There was evidence that where appropriate care plans had been updated if their had been a change in peoples health and well being. The medication administration records of the three people case tracked were seen. There were photographs of each person on the medication administration records. This reduces the risk of people being given the wrong medication if administered by staff that do not know them. There are copies of the original prescription on the premises this makes sure that staff can ensure that the right medication has been received. A sample stock of medications were checked and the management of these medications was safe and protected people from mistake and harm. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from having a varied social activity programme that provides fulfilling and appropriate activities that meet their needs. People benefit from being involved in planning and choosing social activities that are organsied within the home. People can be confident that the meals are well cooked and that there is sufficient for people to eat and they will be assisted in a leisurely manner. Evidence: Information relating to activities within the home and external entertainers are available to people on the notice board. This gives people notice about forth coming events. External entertainers visit approximately once per month with in-house activities taking place daily. A suggested list of activities is on display to inform people of the activities available. Care Homes for Older People Page 15 of 27 Evidence: People told us that they were able to be involved in activities in the home and they said that activities happen on a daily basis and that there were entertainers that visit the home regularly. People told us that they did not have to be involved in activities if they chose not to and that they were able to watch television in the lounges or enjoy the privacy of their own rooms. On the day of the visit people were seen to be involved in exercises which included some basic arm and leg exercises and games relating to throwing and catching. People were seen to be talking amongst themselves and being involved in conversations with members of staff. This shows that staff and the people that live at the home have the opportunity to socialise together and develop appropriate relationships. Meetings are held monthly that are attended by people that live at the home. On reading the minutes of the most recent meetings people discussed activities and preferences on menus. This shows that people have an opportunity to have their ideas relating to their day to day activities listened to and taken seriously. The information board recorded the meals available for the day and that if people wish to have an alternative this would be accommodated. On observing the lunchtime meal the food was attractively presented, people who help with their meal were assisted by staff. The meal time was relaxed and unrushed, the staff were attentive to people but did not hover over or rush people. Staff sat with people who they were assisting and there were general discussions throughout the meal. People told us that the food was good. they were assisted by staff and that the food was in sufficient quantity to meet their needs. This shows that meal times are seen as a social activity to be enjoyed. Care Homes for Older People Page 16 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People can be confident that their concerns will be recorded and acted upon in a timely manner. The policies and procedures and training undertaken by staff in relation to protection of vulnerable adults and safe guarding reduce the risk of harm and abuse to people. Evidence: There is a complaints procedure on display on the notice board that is clearly visible to all people living in the home and visitors. There is also a copy of the procedure in the service users guide and this is available to all the people living in the home. There is a complaints log where all complaints that are received are recorded. There have been no complaints since the last inspection. The manager told us that any concerns are recorded in this log. This shows that the home takes all concerns and complaints seriously. People told us that they had a copy of the complaints procedure available to them. They knew who to complain to and were confident that their concerns would be listened to. Staff told us that any concerns given to them are reported to the manager or senior staff if she is not available. Care Homes for Older People Page 17 of 27 Evidence: All staff have undertaken training in the protection of vulnerable adults. There are policies and procedures relating to safeguarding and theses relate to the Warwickshire multi-disciplinary policy. Staff told us about the procedures relating to adult protection and confirmed they had received training. Staff were aware of what action to take should they suspect any possible abuse. Thiswill ensure that people who use the service are safeguarded. Care Homes for Older People Page 18 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from living in a comfortable, attractive and homely environment that meets their personal needs. They can be confident that the home is clean, free from odours. Evidence: Our inspection included a tour of the environment we looked at communal areas and a number of peoles own rooms. These were individually decorated and furnished. People told us that they were able to furnish their own rooms with personal furniture and effects. This makes sure that people have ownership of their own rooms and can express their individuality. The home has television lounges and dining rooms. These were decorated and furnished to a good standard and looked comfortable and pleasant to sit in. The toilets and bathrooms were clean and airy. There was facilities available to maintain hand hygiene. This makes sure that staff are aware of infection control and facilities are available to reduce the risk of infection. Care Homes for Older People Page 19 of 27 Evidence: The garden appears to be well maintained and is stocked with shrubs and flowers. A gardener visits regularly to maintain the gardens. People have access to the garden and there are tables and chairs where people can sit and enjoy the garden. There is a hair dressing room that is fitted with adjustable basins for washing hair and hair dryers. This is used on a weekly basis. This gives people who are unable to go out the opportunity to access a hairdresser and maintain their personal appearance as they so wish. The home has two separate laundries. each has a sluice cycle washing machine and separate dryer. Both laundries were clean and tidy with no back log of washing items. There were disposable gloves and hand towels available for staff and there were red bags for transporting and washing heavily soiled laundry. This makes sure that staff are able to carry out infection control procedures and this protects people from the risk of any cross infection. Care Homes for Older People Page 20 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from having staff that are trained to meet their individual needs. They can be confident that they are protected from harm or abuse by the recruitment and selection procedures adopted by the home. Evidence: The staffing levels on the day of the visit appeared to be sufficient to meet the needs of the people. The staff compliment includes the manager, assistant manager, care staff, ancillary and administration staff. People told us that staff were approachable and that if they had any concerns or suggestions these would be listened to by staff and responded to by the manager. People also said that they had a good relationship with the staff that they were very kind and although they were busy they were always there to help. Staff training includes National Vocational Qualifications(NVQ) at levels 2 and 3. Other training includes moving and handling, first aid, Protection of Vulnerable Adults, infection control and the safe administration of medications. The staff training matrix records staff training and these were seen to be up to date. Three staff files were seen these contained application forms that were completed in Care Homes for Older People Page 21 of 27 Evidence: full and included a full employment history with no gaps noted. There were two professional references and checks had been undertaken by the Criminal Records Bureau(CRB). This shows that the home carries out a full employment check to ensure that members of staff are suitable for caring for people at the home. There was evidence that staff were supervised on a regular basis and information recorded for their personal development as well as the needs of the home. Care Homes for Older People Page 22 of 27 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People benefit from a home that is well managed by appropriately trained manager and staff. The home is run for the benefit of the people who live there. People have an opportunity to comment on how the service develops through the quality assurance system. People can be confident that the policies and procedures relating to health and safety keep them safe and ensure that the environment meets their needs. Evidence: The manager has obtained NVQ at level four and has the Registered Managers Award. She has worked in social care for many years and has the training and skills to manage the home and manage the staff effectively. There is a quality assurance system in place in the form of residents meetings,and a satisfaction questionnaire that is distributed to people who live at the home and their Care Homes for Older People Page 23 of 27 Evidence: relatives or representatives. Information received from the questionnaires is reviewed by the manager and senior staff who address any issues and action and feedback is documented. The system for saving peoples personal finances were seen to be safe and the information was accurate. Independent audits are undertaken regularly and no concerns have been raised. Health and safety records were seen, these included the records for fire and emergency lighting, water hygiene monitoring and contract of maintenance for specialist equipment. Records were up to date with risk assessments relating to fire evacuation. Care Homes for Older People Page 24 of 27 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 25 of 27 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 26 of 27 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. Copyright © (2009) Care Quality Commission (CQC). 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