Care Home: Lakenheath Village Home

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What the care home does well There is sufficient information available about this home to assist people to make informed choices. People can be assured they will have their needs assessed before they move in and therefore know the home can meet their needs. People were very satisfied with the care they received. Feedback from residents we spoke to and 6 surveys from residents and 3 surveys from relatives were very positive about the experiences they had at Lakenheath Village Homes Care Home. One relative said when asked what does the home do well? `A caring attitude. Treat residents as individuals. Respond quickly to their needs. Good communication.` Another relative said `They are very caring with my relative. My relative is very happy living in the home and myself and the rest of the family have no worries`. One resident told us `I`m very happy here, all the staff are very kind to us all`. Experienced and trained staff are employed in sufficient numbers to support the people who use the service and thereby ensure the smooth running of the service. The home is run in the best interests of its residents. One relative wrote `The manager and deputy are just lovely people who make everybody welcome`. In addition residents are able to participate in the running of the home through residents meetings and are consulted upon changes. Regular quality assurance seeks the views of people who use this service. What has improved since the last inspection? Since the last inspection a number of improvements works have been carried out including redecorations and the provisions of new furnishings and equipment to better meet individual residents changing needs. Improvements have been made to the administration of medication to ensure residents safety as was highlighted in the last report. What the care home could do better: We are confident that the management of this service will address matters we raised during inspection. The standards of care and the management of the service continues to be maintained. However some improvements could be made with the introduction of health action plans where a new health matter arises. This would show what the health issue was for all staff to know and understand and how best to support and allow follow through to conclusion. Key inspection report Care homes for older people Name: Address: Lakenheath Village Home 7 Back Street Lakenheath Brandon Suffolk IP27 9HF     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: Claire Hutton     Date: 0 7 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 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: Lakenheath Village Home 7 Back Street Lakenheath Brandon Suffolk IP27 9HF 01842860605 01842861661 jeanette.neilson@lvh.org.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Christian Enterprises Foundation care home 21 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category Additional conditions: The home is registered to provide respite care for one named person under the age of 65. Date of last inspection Brief description of the care home Lakenheath Village is a Residential Care Home that is run by the Christian Enterprise Foundation. The Foundation is registered with the Charity Commission as a Charitable Trust. A Board of Trustees administers the Trust. The home was formerly the Vicarage and was donated by Mr Lionel Alsop in 1986 to establish a Residential Care Home for older people living in and around Lakenheath. Lakenheath village is compact with good local amenities, which are reasonably close to the home. The original building has been extended to accommodate a maximum of 21 residents aged 65 years and over. Lakenheath Village Home is situated within its own grounds. The building is constructed on two levels but all the residential accommodation is situated at ground floor level. The Home provides 21 bedrooms for single occupancy. Care Homes for Older People Page 4 of 25 Over 65 21 0 Brief description of the care home All bedrooms are fitted with a vanity unit, a television point and an emergency alarm call system. The bedrooms do not benefit from en suite toilet and bathing facilities but these are conveniently located in close proximity to residents accommodation. Residents are able to welcome their guests in either the lounge or the library. There are two dining rooms where residents are able to take their meals if they wish. Residents have access to mature landscape gardens and car parking is available at the front of the home. A detailed Statement of Purpose, colour photographic brochure and a Service User Guide handbook provides detailed information about the home, the services provided and access to local services. Each resident has a contract of terms and conditions with information as to their current fees, which range from £362 to £475 per week. Extra charges are made for additional services including hairdressing, chiropody and personal items such as toiletries and receipt of daily newspapers. 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: This unannounced inspection took place over six hours during a weekday. This inspection focused on the core standards relating to older people. During this inspection the inspector made a tour of the building, had in-depth discussions with the homes manager, met the residents and spoke individually with many of them. We also spoke with the staff on duty and carried out spot checks on a number of the homes records. This report has been written using accumulated evidence gathered before and during the inspection, including information obtained from 13 Have Your Say surveys. Comments from these surveys are used in this report. The Annual Quality Assurance Assessment (AQAA), issued by the Care Quality Commission (CQC) was returned completed by the manager. This self-assessment gives providers the opportunity to inform CQC about their service and how well they are performing. We (CQC) also assessed the outcomes for the people living at the home against the Key Lines of Care Homes for Older People Page 6 of 25 Regulatory Assessment (KLORA). This was a positive inspection. The home had a well-ordered and homely atmosphere where staff and residents were seen to be interacting positively together. We were able to give feedback on the day to the manager who quickly actioned matters brought to her attention. Care Homes for Older People Page 7 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 8 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 9 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. Sufficient information is available about this home to assist people to make informed choices. People can be assured they will have their needs assessed before they move in. Evidence: This service has information available in the format of a Statement of Purpose and a Service Users Guide. Both pieces of information have been reviewed this year, therefore giving updated information to people. These documents can be obtained from the home or be viewed at the home as they are on display in the hallway. The Service Users Guide was particularly informative about living at the home. We examined 3 care needs assessments completed on prospective residents in order that the home could determine they could meet needs before anyone moved into the home. The format used was comprehensive. The self-assessment completed by the manager also said a full care needs assessment is always completed with each Care Homes for Older People Page 10 of 25 Evidence: prospective new resident. We examined contracts in place and found that they set out clearly the fees and what is included in the price. Also the document stated a 2 month trial was offered. We received 5 surveys back from residents and they all said that they received enough information about the home and that they all had a written contract. Care Homes for Older People Page 11 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. Health and care needs of people at this service are being met. Medicine practices are sufficiently robust to protect people. Evidence: We examined 5 care plans for people who lived at this home. These were people who had differing needs. On the whole we found that peoples needs were being met and people were very satisfied with the care they received. Feedback from residents we spoke to and 6 surveys from residents and 3 surveys from relatives were very positive about the experiences they had at Lakenheath Village Homes Care Home. One relative said when asked what does the home do well? A caring attitude. Treat residents as individuals. Respond quickly to their needs. Good communication. Another relative said They are very caring with my relative. My relative is very happy living in the home and myself and the rest of the family have no worries. One resident told us Im very happy here, all the staff are very kind to us all. We did find that on the whole there was good access to health care with the GP regularly visiting on a Tuesday afternoon and at other times in an emergency. Care Homes for Older People Page 12 of 25 Evidence: Opticians, chiropodist and dentist visited when required. The self-assessment also spoke of ensuring the right equipment was obtained for peoples physical needs such as a special bed. We did find that one resident was quite under weight and immediate advice was needed by a dietitian. We advised that the person should be weighed weekly, a diet and fluid chart should be maintained of every morsel taken, the nutritional tool MUST should be used in its entirety and the interventions sought from the dietitian implemented promptly. Within days of the inspection we received confirmation that these verbal recommendations had been actioned. We also fedback to the manager that medical visits should be more comprehensively recorded in order that advice is followed by care staff. In the case of new medication review monthly this should have been followed through. We recommended the use of a health action plans where a new health matter arises. This would show what the health issue was for staff to know and understand and how best to support and allow follow through to conclusion. We found that all 5 care plans were regularly reviewed however one care plan had not been reviewed since 17th June 2009. This was brought to the attention of senior staff who agreed to address this. We examined medication practices within the home. All records relating to medication(including controlled drugs) were well maintained. There was a good system in place of ordering medication and auditing. Medication was kept secure and at an appropriate temperature. Staff spoken to confirmed they had medication training (Boots Advanced training) and had yearly updates. We observed staff giving medication and found that this was given in line with the instruction i.e before food where needed. Staff allowed residents to awake later if preferred and not waking them in a morning for the medicine round. The approach of staff was observed as respectful and caring. We fed back to the manager the need to think again about the culture that has developed within the home of open bedroom doors. We observed that most bedroom doors were open for most of the day even after lunch when people were in bed having an afternoon nap. We believe this is compromising privacy, particularly when there are visitors to the home. Care Homes for Older People Page 13 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. People living here have opportunities to participate in activities that are appropriate to their needs and they are supported to build and maintain relationships. People have a varied diet that they enjoy. Evidence: We spoke to residents about their experiences of living at this home and the view was positive. Residents liked that the care home kept them in their local village where they had become part of the local community. We were able to see visitors calling in on their way by the home. When we arrived we saw people were getting up at their own pace and some people were still in the dining room eating breakfast. At 10.30 we saw the tea trolley moving through the home with tea, coffee, cocoa, biscuits and chopped fruit. The hairdresser was visiting whist we were there and several ladies had their hair freshly styled. We looked on the notice board and found a list of daily activities available for residents to participate in. Bingo was a favourite. A forthcoming trip to Felixstowe was eagerly awaited. We were told the previous trip has been to Bury St Edmunds. We also saw that 4 different religious services were held at the home in rotation. The home also Care Homes for Older People Page 14 of 25 Evidence: employ a part time activities person to arrange activities and motivate residents to participate. One relative wrote All staff are very encouraging of my relative. Everybody has a cheery way with them, which cheers up my relative - who is very tired of this life - and needs plenty of encouragement to carry on. One resident said how they enjoyed spending time in the library and that there was always a jigsaw puzzle on the go that people added a piece to every now and then. Recently the dining room had been swapped with the lounge. This was a decision made with the resident group. We discreetly observed lunch in the 2 dining rooms. A smaller room was used for people who needed more support with eating and staff were attentive and encouraging people to eat. Lunch was Canadian Mince pie (with baked beans) carrots, cabbage, potatoes and gravy. Some people chose to have cauliflower cheese instead. The dessert was stewed apples and custard or fresh fruit or flan and cream. Dessert came on a trolley and residents were able to choose at that point what they fancied. Tea time meal was written on the notice board and was either beefburgers in a bun or choice of sandwiches. We spoke to 3 residents about the food and all said it was very nicely presented and there was always a choice. Care Homes for Older People Page 15 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. This service is listening and responding to concerns raised. The home safeguards people from abuse and knows how to follow up any allegation or concern. Evidence: In relation to complaints this service has a simple clear and accessible complaints procedure in place. This can be viewed as part of the information available about the home or on the notice board. The home undertakes to resolve any complaints brought to their attention with 10 working days. The self-assessment completed by the manager told us that the home had received 5 complaints in the previous 12 months. We were able to view the records and found that each matter had been investigated and resolved to the satisfaction of the complainant. In relation to safeguarding the manager was knowledgeable about this subject and had a copy of the No Secrets documentation. Shortly after our inspection she confirmed that she had obtained a copy of the local up to date policy and procedure to refer any matters should the need arise. Also the manager had obtained workbooks for staff to improve their knowledge about the local procedures. No safeguarding referrals have been made in the previous 12 months. We asked staff if they had received safeguarding against abuse training and staff spoken with on the day confirmed attendance. Both the manager and deputy have attended training in relation to The Mental Capacity Act. 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. The home is comfortable, clean and subject to regular maintenance and so offers a good environment that meets the residents needs. Evidence: Lakenheath Home is an old vicarage set in its own grounds in a quiet road with good access to the facilities of the nearby village. The building has been renovated for use as a residential home and provides a homely environment with a domestic feel and appearance. The residents accommodation is all on the ground floor with staff offices above. All the residents rooms are for single occupation and were comfortably furnished with the choice of colours and furnishings made by each resident to reflect their own interests and tastes. All the residents spoken with said that they were very happy with the arrangement of their rooms and said that the environment with various aids and equipment was able to meet their needs. The self-assessment told us that the home is well maintained, rooms are decorated and re-carpeted when required. The gardener/handyman keeps the gardens neat and tidy. The Home has a spring clean each year and a new carpet shampooer has been purchased so that the carpets are as clean as possible. The surveys we received back spoke of a comfortable home, but one that needs upgrading with en suites, carpets and decor. Care Homes for Older People Page 17 of 25 Evidence: When we visited we found a clean fresh comfortable home. We saw maintenance being completed with gardening and repair of a broken light. Cleaners were busy around the home. The home could benefit from upgrading. We discussed this matter with the manager and there have been changes in the environment with the swapping of the dining room and lounge area. The dining room had been freshly decorated. The manager also spoke of other longer term improvements that were still at the planning stage and therefore we are satisfied that the environment is set to improve in the future. 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. Experienced and trained staff are employed in sufficient numbers to support the people who use the service and thereby ensure the smooth running of the service. Evidence: The self-assessment completed by the manager told us: We retain staff for long periods of time which helps with staff morale. The Home has adequate staff available to ensure the shifts are fully covered. All staff receive induction training for their job role. All staff complete the necessary mandatory training when required and they are paid when doing this. They are encouraged to attend other training that will be beneficial to them in their work role. 68 of care staff have either completed their NVQ training or are working towards it. We spoke with residents and staff whilst visiting and were told of very positive relationships within the home. One resident told us that all the staff work well together and that they felt their needs and the needs of their fellow residents were met. Staff spoke of good team working and that no resident has to wait long to be attended to. Relatives spoke highly of staff and that there was always a welcoming atmosphere. In terms of staff numbers were were told that in a morning there were 5 staff, afternoon 3 staff and at night 2 awake staff. In addition there were cooks, cleaners, Care Homes for Older People Page 19 of 25 Evidence: admin staff and the handyman/Gardiner. The service is fortunate in being able to retain a very stable staff group many of whom have worked at the home for many years. The home have not used any agency staff for the previous 6 months. Therefore peoples experience will be that there are sufficient staff that they know to care for them. We interviewed staff about their training and received 4 surveys back. They told us that they received training to keep them up to date, were knowledgeable about health, care and medication needs the individual they supported. One staff member said I have had loads of training. Manual handling, fire, infection control, food hygiene, 1st aid, safeguarding adults from abuse and chemical safety. The recruitment records of recently appointed members of staff evidenced that the correct procedures and checks had been carried out and that the new staff had not commenced duties until CRB checks had been made. New staff then work alongside experienced staff whilst undertaking their induction-training programme. New staff told the inspector that they felt well supported by the existing staff team and that they had had time to get to know the residents thoroughly. 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 management and administration of the home is based on openness and respect. An effective quality assurance system is in place to ensure peoples views are obtained and incorporated into the running of the home. Evidence: The manager has the required qualifications and experience and is competent to run the home. She has a clear understanding of the key principles and focus of the service and her aim is to continually improve an increased quality of life for the residents, with a good awareness of the need for equality and an understanding of the diversity needs of the residents. The manager is currently doing the A1 Assessors Award. Staff and residents spoken with confirmed that the manager is supportive and approachable. Written comments from relatives also confirmed this and evidenced that the home is run in the best interests of its residents. One relative wrote The manager and deputy are just lovely people who make everybody welcome. In addition residents are able to participate in the running of the home through residents Care Homes for Older People Page 21 of 25 Evidence: meetings. The last meeting in August saw 13 residents attend and they discussed matters such as activities, laundry and the new dining room arrangements. We found evidence of regular supervision of staff. The 4 returned surveys and staff spoken with on the day all confirmed that they received appropriate support and regular formal supervision. The deputy in the service is currently completing their Leadership Award. The home has clear health and safety policies of which staff had a good awareness. Random checks are made by the manager to ensure that standards are maintained. Spot checks made during this inspection including fire testing, hot water temperatures were tested in 2 baths and one shower and found to be within safe limits and risk assessments evidenced that the records are well maintained and that routine checking is carried out. Proper safeguards and recording arrangements are in place to ensure the safety of residents monies kept by the home. Each resident has a lockable cupboard in their rooms where they can keep their money or valuables if they wish. The home has a current Liability Insurance Certificate and the Registration Certificate was on display. The quality monitoring system includes written questionnaires and the information gathered from these is collated into an annual report. This report was available for all to see as it was displayed on the wall. It showed that outcomes for people at this home were good. The Annual Quality Assurance (AQAA) form, issued to the home for this inspection, was returned in good time with clear and detailed information. 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 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 1 8 We recommended the use of a health action plans where a new health matter arises. This would show what the health issue was for staff to know and understand how best to support and allow follow through to conclusion. 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. 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