Care Home: Kiln Lodge

Similar services:

• St Vincents
• The Cotswold Home
• Winton House
• Rush Court
• Hillyfield Rest Home
• The Maypole Nursing Centre
• The Briars

What the care home does well Residents feel safe at the service and believe that their opinion and views are seen as important and are valued. Written records assist staff with understanding residents needs and how these are to be met. Residents have opportunities to engage in their own chosen activities when they chose to do this. Residents are cared for by safely recruited staff who receive an induction and ongoing training so they can learn new skills and knowledge to improve the quality of care they provide. Staffing levels have increased which enables residents to receive care in an unhurried manner. What has improved since the last inspection? A major refurbishment programme has taken place which provides residents with more comfortable and safe surroundings. Work has been carried out on care plans to provide residents with confidence that their care needs are known and will be reviewed. Staff have received more supervision which means that they have a formalised system for having their skills assessed and development needs identified. The registered manager has attained a qualification which demonstrates that she has the skills and knowledge to provide a good service for residents. What the care home could do better: Medication records need to be completed more accurately to ensure that a clear audit trail is in place so residents can be confident they will receive their medication in a safe way. Written confirmation needs to be sent to residents to confirm that there assessed care needs can be met if they are offered a place at the service. Key inspection report Care homes for older people Name: Address: Kiln Lodge 66 Kiln Road Fareham Hampshire PO16 7UG     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: Kathryn Emmons     Date: 2 7 0 5 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 25 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 25 Information about the care home Name of care home: Address: Kiln Lodge 66 Kiln Road Fareham Hampshire PO16 7UG 01329233808 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Mrs Jean Cowling,Mr Mark Cowling,Mr Steven Cowling care home 22 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 22. The registered person may provide the following categories of service only: Care home only (PC) to service users of the following gender: Either Whose primary needs on admission to the home are within the following categories: Old Age, not falling within any other category (OP), Dementia (DE) Date of last inspection Brief description of the care home Kiln Lodge is a care home providing personal care for older persons and older persons with mild to moderate dementia. The people who live in the home are encouraged to maintain their independence and treat Kiln Lodge as their own home. Kiln Lodge is an older house, which has been converted to meet the needs of the people living there. The accommodation is over three floors, which are accessed by the stairs or passenger lift. There is a lounge and dining room on the ground floor and bedrooms are on both floors. The bedrooms provide a mix of shared and single accommodation, some with Care Homes for Older People Page 4 of 25 Over 65 22 22 0 0 Brief description of the care home en suite facilities and all with wash hand-basins. There are bathrooms and lavatories on both floors. There is a large rear garden with a lawn and patio area that provides a pleasant seating area for people living in the home. The front of the property is set back from the road and has ample parking for several cars. The home is close to a busy road in a residential area of Fareham that is backed by open fields and overlooks the motorway. There is a small local shop a short distance from the home and the town centre is nearby. The fees at the home were #415 per week at the time of the inspection and residents are responsible for paying for their own toiletries, hairdressing, chiropody and items of a personal or luxury nature. Care Homes for Older People Page 5 of 25 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 visit to the service was undertaken by one inspector who spent six hours at the home. The care received by three residents was looked at in detail. This is a method called case tracking. This included looking at their personal records, a range of general records and staff details. This forms part of a key inspection and focused on the standards in the key areas that most effect the quality of life for the residents. Information already held such as a service history and the providers self -audit which is called an AQAA (Annual Quality Assessment Audit) were used to plan the visit. During the visit the inspector spoke to the registered manager , one of the providers, ten residents and three staff members. We also sent comment cards for staff , health care professionals and care managers and residents to complete and we considered the comments these contained when writing the report. Care Homes for Older People Page 6 of 25 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. 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 7 of 25 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 8 of 25 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 are provided with information to make decisions regarding living at the service . Contracts provide residents with confidence that they will receive the service available . Pre admission assessments ensure that the service provided can meet residents needs .Written confirmation needs to be sent to prospective residents to enable them to be confident that their assessed needs can be met. Evidence: Since the last inspection three people have been admitted to the service as permanent residents. We could see that a pre admission assessment had taken place and when we spoke with the resident they confirmed that they had often visited the service to visit a relative who lived at the service and was also offered to visit for longer when they were considering living at the service. Through case tracking we looked at three files and we saw contracts in place. This means that residents or their supporters sign to show they understand the service available and the manager or provider signs the contract so residents can be confident that the services offered are available and the Care Homes for Older People Page 9 of 25 Evidence: resident can expect to receive them. When people consider living at the service there are two documents in place which provide information to assist with the decision making. These are the service user guide and the statement of purpose. These documents are in place and the service user guide is in the form of a brochure. We didnt look at these on this visit but the AQAA and the manager informed us that these are reviewed every few months and updated. The service can accommodate up to twenty residents. Two of these beds are on a stand down contract which means that they are available for the local social services department to use if a person needs extra support to prevent an admission to hospital or to enable support to be given while the person is convalescing from having been in hospital. The manager confirmed that any person admitted to these beds had needs which fitted with the services registration categories. Prior to admission to the service all prospective residents are assessed by the manager and additional information is gathered from health care professionals or people who have been supporting the resident. Using all of this information the manager decides if the prospective residents assessed needs can be met. This decision is informed to the prospective resident verbally. It is necessary to confirm in writing any formal offer of admission to the service. The manager stated they would ensure that future admissions including those residents who were temporary residents in the stand down beds would receive written confirmation that their assessed needs could be met. Care Homes for Older People Page 10 of 25 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. Through care planning and reviews residents can be confident that their care needs are known and that staff are clear how to support them. Medication systems keep residents safe but all staff need to be aware of the correct procedure for signing for medication. Access to health care professionals is good and residents receive the services they need. Residents dignity and privacy is acknowledged and maintained. Evidence: We looked at the care records for three of the residents. We were told by the manager that work had been carried out on files to improve the way the detail to support residents was written. We could see the new format contained information regarding residents personal likes and hobbies and things they didnt enjoy doing and food they didnt like. We saw that care plans were individualised and signed by the resident if they had been involved. Reviews take place and we saw a recent review had taken place and changes to the care plan were made. One residents mobility needs had changed and we saw that changes to the care plan had been made so staff could deliver care in a different way.Information was clear regarding how residents liked their care to be delivered but on a couple of plans information needed to be a little Care Homes for Older People Page 11 of 25 Evidence: more specific so it could be clear how many staff were needed to provide support. Care plans are held in residents bedroom and this is with their consent. This enables staff to have easy access to the residents care plans to assist them with providing care safely and to the residents choice if they are not able to express this. Daily records were well maintained and there was a clear audit trail of any changes to a residents well being. We looked at the medication records and found that these were generally completed correctly. However, we found one drug had not been signed for for a few days even though it had been given. This was an isolated incident involving two care staff who have been placed on another mediation training course. All other staff had received training and their practice was correct when administering and signing medication. An audit system for checking medication administration sheets and drug stock levels are in place and the manager and a senior staff member check medication every week. Medications are stored in a locked facility to keep them safe. During our visit we saw two residents receive their medication. This was carried out in an unhurried and dignified way. Residents told us they could see the doctor when they wanted and we saw from care records that district nurses visit the service when necessary. Residents told us they saw a chiropodist regularly and we saw prescriptions for glasses in care files. If residents require an optician or dental treatment this is arranged by either a visiting service or residents are supported to go to the local town centere. During a tour of the home we were able to observe many interactions between residents and staff. Staff were aware of residents needs and worked hard to ensure that residents dignity was maintained in every day activities such as assisting with taking meals, going to the bathroom and moving around the home with support. During the afternoon dancing and music was taking place and staff were dancing with residents in the lounge and engaging with those residents not able to dance to involve them in the activity and to reminisce about the activity . Care Homes for Older People Page 12 of 25 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 rights are upheld and they are able to make decisions regarding how they spend their time. Activities are provided and more accurate recording will enable staff to see what activities residents have been involved with.Catering preferences are met and residents are involved in choices regarding their meals. Religious and cultural needs are understood and met. Evidence: During the visit we saw that residents were able to make decisions regarding how they spent their days. Residents were able to sit in the dining lounge area ,stay in their rooms and walk around the home and gardens. We saw that staff offered choice and support rather than tell people what they needed to do. This means that as far as possible residents have control over their daily lives while remaining safe. Activities we saw were varied and included a music afternoon with an external singer playing in the lounge, reminiscence discussions and a couple of residents were looking at magazines in the lounge dinning area. One of the staff team has hours allocated to provide activities and talk with residents to gain information regarding the activities residents would like to be involved in.Comment cards we received back indicated in two that there were sometimes not enough activities available. The residents we Care Homes for Older People Page 13 of 25 Evidence: asked made comments such as I like what goes on and I can always be up to doing something and i dont like much sometimes but i am happy on my own. The care records we looked at did not always record if a resident had participated in an activity even though these were offered. The manager said the recording would be in more detail so a record can be maintained of what activities are available and if the resident chose to join in. We read in the AQAA and were told by the manager that residents religious and cultural needs were known. A communion service takes place monthly and residents are assisted to visit churches and places of worship as they chose. All of the comment cards we received stated that food was always of a good standard. We saw the lunch time meal being served and residents we spoke to made comments such as Delicious and I always get something I like, and i can change my mind and You have food all the time lovely in the evening before bed . We saw a record of varied food provided ,including alternatives. Meals are taken in either the dinning room or in residents rooms if they chose this. Care Homes for Older People Page 14 of 25 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. The complaints procedure enables residents and supporters to raise any issues. They can be confident that their concerns will be listened to and dealt with. Staff receive safeguarding adult training and understand how to promote care practices which minimise the risk of abusive practice. Evidence: The AQAA recorded one complaint since the last inspection. This concerned an allegation that residents were going to bed at 4pm for the night. Two unannounced visits were carried out by social services and the allegation was not upheld. All residents have a night care plan in place and this records the chosen time for residents to be offered support to go to bed and the earliest time recorded is 7pm. There is a complaints policy contained within the homes brochure. We have not received any concerns or comments or allegations regarding the service.The manager said that all concerns are taken seriously and will always be informed to the Responsible Individual and investigated promptly. Residents and staff we spoke with said they were confident any issues they raised would be investigated by the manager. Staff told us they were aware residents and supporters could raise concerns and that they would always refer these immediately to the manager for her to action. Staff told us and we saw in their training records that they had received training in safeguarding adults procedures. We gave three of the staff safeguarding adult scenarios which they were able to answer appropriately. This means that staff have a working understanding of safeguarding issues and as part of their work will ensure Care Homes for Older People Page 15 of 25 Evidence: that residents are not placed at risk from care practices. Care Homes for Older People Page 16 of 25 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, well decorated and comfortable environment. Staff understand safe working practices including infection control measures and fire safety. Evidence: Since the last visit a major refurbishment programme has been carried out. This included two new en suite bedrooms on the second floor of the home which have been registered by us. All of the bedrooms have been redecorated, new mattresses and furniture have been ordered. Residents we spoke with said they were happy with their rooms . We viewed two empty bedrooms to see the general quality of decor and furnishings. Residents had been able to personalise their rooms with their possessions, ornaments, photographs and small pieces of furniture. As we toured around the service we could see that corridors were well lit ,spacious and residents with mobility aids were able to move around independently with no hazards noticed. Some residents may chose to journey out of the home without support so all of the exit doors are alarmed so if residents chose to go out of the home a member of staff can support them. Window restrictors have been fitted to all windows above ground level and a fire alarm system is in place. All chemicals are stored locked away and have safety sheets to follow when staff use them. One part of the service is designated a smoking area and this has monitored accsess to minimise potential fire risk. Further work is planned to provide new laundry room facilities and to install a new bathroom for residents on the first floor of the service so the have more choice regarding where they take a Care Homes for Older People Page 17 of 25 Evidence: bath. The dinning room was clean and tidy and new carpets and furnishing were in place with new chairs on order. The new chairs have slider feet so residents will be able to be more independent with using the dining room. Staff we spoke with understood abut infection control and said they used gloves and aprons and alcohol gel was available. Residents told us they thought the home was Very comfortable and nicely decorated and Theyve worked hard to make it nice for us. Environmental risk assessments are produced by the Responsible Individual. These are available in the home and updated as the refurbishment programme is carried out. Care Homes for Older People Page 18 of 25 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. Residents needs are met by a well trained and competent team. Recruitment procedures ensure the right people are employed to support residents. Increased staffing levels ensure that residents needs can be met in a timely and unhurried way. Training enables staff to continue to gain skills and knowledge to enable them to provide an improved quality of care to residents. Evidence: We looked at the recruitment records for the three of the staff employed including two new staff. We saw that all the necessary paperwork was in place including references and criminal record bureau checks. The manager confirmed that CRB checks and references are obtained before an offer of employment is made.This means the right people are employed to work with vulnerable people. We were told by the residents that they got on well with the staff and comments on the visit included They are so kind, cant do enough, we are all like family they are so good at their work Its lovely here they really know how to look after you. Comment cards contained positive comments including Work very well as a team and provide very good care. A couple of comment cards stated that resident did not always feel staff were available. We looked at the duty rota and saw that there were four staff on duty from 8am until 8pm and 2 staff overnight. Staff told us the staffing level had recently increased and that shifts seemed to run more smoothly. All the Care Homes for Older People Page 19 of 25 Evidence: residents we spoke with said there were enough staff duty and that they received support and help when they needed this. We looked at training records and saw that staff received an induction programme and were also required to attend ongoing training sessions which were relevant to the support they provided. An example of this was recent medication training. All staff work to wards the NVQ (National Vocational Qualification) in health and social care and currently 10 of the 14 staff hold this qualification. This means that they may have more skills and knowledge and may be able to provide an improved quality of support to the residents. Care Homes for Older People Page 20 of 25 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. The service is managed by an enthusiastic and motivated manager who is supported by the providers. Resident opinions are valued and the home is operated in the best interests of the residents. Further development of the quality assurance system will enable the service quality to continue to improve. Residents and staff are protected by the services health and safety arrangements. Evidence: Since the last inspection the registered manager has attained the Registered Managers Award. This means that they have the skills and knowledge to manage the service effectively and in the best interests of the residents. The business is family run with two brothers being in day to day control of the organisations decisions. We met with one of the providers during the visit. We could see that regulation 26 visits which are carried out monthly are carried out by one of the other representatives. These reports were available for inspection. Staff we spoke with said they found the manager very approachable and She is fair and reasonable and very supportive, we can always go to her if we dont understand something or think something would be better done a Care Homes for Older People Page 21 of 25 Evidence: different way. Residents told us I feel safe knowing she is in charge and very good manager i dont worry about anything . Comment cards we received contained positive comment and two comments regarding the manger were Very well managed home owners and manager run good service. A quality assurance system is in place and this included audit reports, questionnaires to residents and their family and friends.Currently staff and health care professionals are not included in the questionnaire roll out however the manager said this was an area she was considering expanding the quality assurance system to include. The manager said she found the providers to be very supportive and they all worked together to continue to move the service forward and continue to improve the service for the residents. Staff supervision sessions take place and various formats have been tried out over the past couple of years. The most recent system enables the manager to work alongside staff to see how they are delivering the support residents request. The service does not look after any finances for residents and all residents have someone who will look after their finances if they are not able to do this themselves. The AQAA informs us that all health and safety polices are in place. These are updated regularly and the manager said that the providers are always reviewing safety arrangements in the home to minimize risk to the residents and staff. We did not look at any policies on this visit .Staff told us they are expected to be up to date with policies and procedures and confirmed they were given time to look at these documents. Care Homes for Older People Page 22 of 25 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 23 of 25 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 1 4 14 Service users must receive written confirmation that their assessed needs can be met at the service before they are admitted. This will enable the person and their supporters to be confident the service understands the assessed needs and have the skills to meet these needs. 18/08/2009 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 24 of 25 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). 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. Care Homes for Older People Page 25 of 25 - 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!