Care Home: Lane End House

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 Information is provided to residents so that they can make an informed choice about whether or not they wish to move into the home. The home carries out assessments of those referred for possible admission so that it accommodates only those whose needs it can meet. The health and personal care needs of the residents are met. Each person has an assessment of need and a corresponding care plan. Residents are involved in their care plan which is regularly reviewed. A range of activities are provided for the residents who are able to exercise choice in how they spend their time. Nutritious meals are provided although some of the residents state that fresh fruit is not provided. The home has an effective complaints procedure. The environment is clean, homely and well maintained. Residents say that there are enough staff on duty to meet their needs and that their requests are promptly dealt with. some of the staff state that there should be more staff on duty so that residents` needs can be better addressed. Staff have access to a variety of training courses although training in meeting residents` needs should be extended to include specific areas of need and conditions. Staff recruitment procedures protect residents. The home uses surveys to of residents and relatives to check satisfaction with the service provided. Residents say that they are able to raise any relevant issues at the monthly residents` meetings. The home maintains equipment and appliances and promotes health and safety of staff and residents. What has improved since the last inspection? Communal areas and bedrooms have been redecorated. The activities programme has been developed to include outings for residents although residents report that this could be improved. The home`s website, Statement of Purpose and Service Users` guide have been updated. The AQAA states that the care planning system has been revised and improved. 3 additional staff have been employed and staff training continues to be developed. What the care home could do better: The individual daily routines and preferences for residents need to be assessed, recorded and met. Staff training in specific areas of need, such as mental health problems should be provided. Key inspection report Care homes for older people Name: Address: Lane End House Lane End Drive Emsworth Hampshire PO10 7JH     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: Ian Craig     Date: 1 1 0 1 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 28 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 28 Information about the care home Name of care home: Address: Lane End House Lane End Drive Emsworth Hampshire PO10 7JH 01243373046 01243378562 laneendhouse@yahoo.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Caromar Care Limited care home 22 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 old age, not falling within any other category physical disability Additional conditions: The maximum number of service users to be accommodated is 22 The registered person may provide the following category of service only: Care home only (PC) to service users of the following gender: Either whose primary care needs on admisison to the home are within the following category : Physical disability (PD) Old age, not falling within any other category (OP) Date of last inspection Brief description of the care home Lane End House is a 22-bedded residential care home, which is situated in secluded grounds in a quiet residential area of Emsworth. The service is registered for twentytwo people over 65 years old, eight of whom may have physical disabilities. There is purpose built accommodation on the ground floor with en suite toilet facilities, which are suitable for wheelchair users. Lane End House has a shaft lift to the first floor accommodation and assisted bathing facilities. Mr and Mrs Ramaya-Untiah, trading as Caromar Care Limited, with Mr Ramaya-Untiah as the registered manager, privately own the service. On 21 October 2005 the homes registration increased from 16 Care Homes for Older People Page 4 of 28 0 22 Over 65 22 0 Brief description of the care home residents to 22 following the completion of an extension providing 5 bedrooms downstairs and 1 upstairs. Lane End Houses aim of philosophy of care is to provide its residents with a secure, relaxed and homely environment in which their care, well being and comfort are of prime importance. Carers will strive to preserve and maintain the dignity, individuality and privacy of all residents within a warm and caring atmosphere and in so doing will be sensitive to the residents ever changing needs. Care Homes for Older People Page 5 of 28 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 inspection consisted of a site visit of 5 hours, during which time communal areas and a number of bedrooms were seen. Discussions took place with the manager. Two staff were also spoken to. A health care professional was also spoken to. 3 residents were spoken to. Residents were observed taking part in activities and making use of the homes facilities. Surveys were sent to residents, staff and health and social care professionals asking for their views on the service provided. These were returned by 11 residents, 7 staff and 4 health and social care professionals. Some of the residents surveys were completed with the help of a relative. Records, documents and policies and procedures were looked at. Care Homes for Older People Page 6 of 28 Care services are required to complete an Annual Quality Assurance Assessment (AQAA). This was completed by the home and returned to the Commission. Information contained in the AQAA has been used for this report. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? What they could do better: Care Homes for Older People Page 8 of 28 The individual daily routines and preferences for residents need to be assessed, recorded and met. Staff training in specific areas of need, such as mental health problems should be provided. 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 28 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 28 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 able to make an informed choice about whether or not to move in to the home. The home takes steps to ensure that it accommodates only those whose needs it can meet. Evidence: The home has a Statement of Purpose and a Service Users Guide. These documents give details of the service provided by the home as well as information about staff and management. The homes complaints procedure is included in both of these documents. The AQAA states that these documents are provided to prospective residents. Each of the residents who returned a survey states that they received enough information about the home before moving in and that this helped them to decide if it was the right place for them. Care Homes for Older People Page 11 of 28 Evidence: The process of assessing the needs for those referred for possible admission was looked at for 3 people recently admitted. These show that the home carried out an assessment which covers the following needs: mobility, care, eating, personality, memory, behaviour, sight, hearing, incontinence, bowels, medical and dementia. A more comprehensive assessment is also completed following admission. For a fourth person whose records were looked at, the home had obtained a copy of the referring social services care managers assessment and care plan. Health care professionals say that the homes assessment arranagements ensure that accurate information is gathered and the right service planned for people. The homes admission procedure includes reference to potential residents being able to visit and spend time at the home to see if it meets their needs. A resident that his/her relative had a look round the home on his/her behalf. Care Homes for Older People Page 12 of 28 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. The home meets the health and personal care needs of those who live there. The privacy and dignity of the residents is promoted. Evidence: Each resident has a care plan, which is based on a comprehensive assessment, which includes the following needs: memory, relationships, orientation, sleeping, skin and medication. Other assessments are carried out and recorded and include the following: pressure sore assessment, mental health, physical health, social needs such as social interests and emotional needs, a barthel nurse assessment, handling assessment, and risk of falls assessment. Care plans cover each persons needs as identified in the assessment such as mobility, personal hygiene, hearing, pain and toileting needs. Records show that the home monitors and records the following at intervals: blood pressure, body temperature, respiration and pulse. Care Homes for Older People Page 13 of 28 Evidence: The nutrition and falls assessments have associated care plans for dietary needs and to reduce the likelihood of falls. Health care professionals say that the home is good at meeting individual health care needs and has been successful in improving the quality of life for the residents. Residents social and health care needs are said to be monitored, reviewed and met. The service is also reported to be effective at liaising with health care professionals for advice. comments included the following: Good overall standard of care. Very caring staff have excellent rapport with residents. Always request community nurse visits if they have concerns about a resident. Staff say that they have the right skills and experience to meet peoples needs. Staff receive training in providing care, although there is a need for staff to receive training in specific needs associated with mental health and neurological conditions. Residents say that they receive the care and support they need and that the home makes sure medical care is arranged when needed. The AQAA states that each person has an annual health care check by the local General Practitioner surgery. Care plans could be improved by including more information about the preferred routines of the individual residents such as times for getting up and having breakfast. This is referred to in the Daily Life and Social Activities section of this report. Care plans are reviewed and updated at regular monthly intervals. Residents record their signature to acknowledge their agreement to the care plan contents. Residents report that the staff treat them with kindness. Comments made include: The staff are excellent. Very nice indeed. Staff are said to be responsive when residents ask for help, for instance, by using the call point system. Health and social care professionals say that the home promotes the dignity and privacy of the residents. Each person has his or her own bedroom. The manager said that residents can have a key so they they can lock their bedroom door if they go out but that at the time of the inspection none of the residents wished for this facility. A number of residents have their own telephone and each bedroom has a telephone point. There is a payphone in the hall which a resident was observed using. The homes medication procedures were looked at. There is a written procedure for Care Homes for Older People Page 14 of 28 Evidence: the handling, administration and recording of medicines. Those staff whom handle medication receive appropriate training. This was evidenced from staff, from the manager and from training records. Staff record a signature each time medication is administered. Stocks of medication were checked and show that medication is administered as prescribed. Medication classed as a controlled drug (for storage purposes) is stored securely and records show that 2 staff are involved in this process, who both record their signature to acknowledge the amount remaining. Stocks tallied with the balance remaining. Care Homes for Older People Page 15 of 28 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. Whilst there is a range of activities provided closer attention to acknowledging the preferred routines and preferences of individuals is needed. Nutritious and varied meals are provided. Evidence: The home employs a staff member for 2 hours a day Monday to Friday to facilitate and provide activities for the residents. A record of activities provided and includes arts and crafts, board games, singing sessions, bingo and board games such as scrabble. A mobile library visits the home each month. Some residents are independent and are able to go out on their own. This was confirmed from discussions with residents and with the manager. A resident described how he/she goes out to the shops and to visit people. The staff and manager said that residents are taken out to local shops and for walks. One person goes to church on a weekly basis and the AQAA states that monthly holy communion is provided. Care Homes for Older People Page 16 of 28 Evidence: Residents said that activities are provided in the lounge in the afternoons and include board games and singing sessions. 2 residents said that they would like to be taken on outings to places of interest. This was discussed with the manager who acknowledged this. Residents were observed sitting in the lounge talking and watching television. Residents confirmed that they have meetings with the homes management and that they feel comfortable raising suggestions for improvement. Residents said that that they are able to go to bed when they wish and that they can make their own decision about joining in with activities. One person said that his/her preferred breakfast time is not taken account of and would like it at a later time than presently served. This was discussed with the manager. Care plans or other records do not include reference to individual choices and preferences for daily routines such as breakfast. It was suggested that this is reviewed for each person and recorded, with arrangements made that correspond with each persons preferences. Another resident said that he/she would like to go the the shops and that opportunities for purchasing small items of confectionery could be improved. Residents are consulted about the food that they would like to eat. A menu plan is maintained. The days meals are displayed on a notice board but it was noted that this had not been changed for 3 days and was then changed when it was asked if the days menu is displayed for the residents. The midday day meal on the day of the visit was home made chicken and mushroom pie served with the following: mashed potato, carrots and broccoli. Dessert was swiss roll with custard. The meal looked apetising with the exception that a pureed meal had all contents mixed together rather than pureeing individual items, which would improve the appearance and taste for the resident. The manager said that this is normally the procedure but had not been followed as the cook was not on duty. Residents gave mixed views about the food. One person said that the meals were repetitive. 11 people said that they always like the meals. 3 residents said that there is not enough fresh fruit and 2 of these said that they were told to buy their own fruit when they raised this. At the time of the visit there was no fruit available for the residents to help themselves. A bowl of fruit was a placed in the lounge when this was raised and the manager maintained that fresh fruit is provided and that the fruit bowl is not always positioned in the lounge as 1 person takes most of the fruit. The matter Care Homes for Older People Page 17 of 28 Evidence: of fruit provision had been raised in residents satisfaction surveys and acknowledged. Residents were observed sat in the dining room eating the midday meal. Staff gave assistance where needed. Care Homes for Older People Page 18 of 28 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 home has an effective complaints procedure and takes steps to protect residents from possible harm. Evidence: The home has a complaints procedure, which is included in both the Statement of Purpose and the Service Users Guide. The procedure is also displayed on a notice board. Residents who returned a survey say that there is someone available to speak to on an informal basis if they are not happy and that they are aware of the complaints procedure. Residents also said that they feel comfortable raising issues at the residents meetings. There have been no complaints made to the service in the last 12 months. The home has its own written procedures for dealing with any suspected abuse of vulnerable people as well as a copy of the local authority safeguarding procedures. Staff receive training in protecting vulnerable persons from harm. This was confirmed from training records and from staff themselves. The deputy manager and manager have attended training in the Mental Capacity Act 2005. The home should look to extending this to the care staff team. Care Homes for Older People Page 19 of 28 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 benefit from a clean, homely and well maintained environment. Evidence: The home has 3 communal areas: a lounge, a conservatory and a dining room. The lounge and conservatory contain seating, a wide screen television and a piano as well as books and board games for the residents. The homes garden can be accessed by a ramp or steps from the conservatory. The home has a passenger lift to the first floor. There are 3 bathrooms 2 of which have assisted baths. Hairdressing facilities are available in 1 bathroom. All bedrooms are single and some of these have an en suite toilet. Bedrooms contained numerous items of personal belongings such as books, pictures, plants and an aquarium. Each bedroom has a telephone point and a number of residents have their own telephone. Residents said how much they liked the facilities. Lockable storage space is provided and residents can lock their bedroom door from the inside for privacy. The manager states that bedroom door keys are available if a resident wishes to lock his/her bedroom door when they go out. Care Homes for Older People Page 20 of 28 Evidence: Two residents commented that there are sometimes problems with the efficiency of the heating. It was noted that 1 radiator in a bedroom was turned off, which was corrected at the time of the visit. The home was found to be clean and free from offensive odours. Furniture was intact. A health care professional commented that the environment is homely. Care Homes for Older People Page 21 of 28 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff are provided in sufficient numbers to meet residents needs. Training is of a good standard but needs to be extended to include specific areas of residents needs. Recruitment procedures protect residents. Evidence: The home provides the following staffing levels: 8am to 2pm 3 care staff and 2pm to 8pm 2 care staff. The hours worked by the manager are in addition to this. Night time staffing consists of 1 waking and 1 sleeping staff members. The home also includes an activities co coordinator from 2pm to 4 pm from Monday to Friday. A cook works from 9am to 1pm each day. 12 hours staff cleaning time is also provided. The staff rota, observation and staff views show that these staffing hours are maintained. Staff say that there are enough staff to meet residents needs with the exception that 1 person said that there should be 2 waking night staff on duty and 4 staff said that there are not always enough staff. Residents said that staff are responsive and kind. Comments included the following: Care Homes for Older People Page 22 of 28 Evidence: Staff say that they receive an induction when they started work and that this prepared them adequately for the job. The induction is recorded and shows that individual staff are assessed at 2 weeks and then 3 months after starting work. The home has 9 care staff. 8 of these are trained at National Vocational Qualification (NVQ) level 2 or above in care with 3 staff also trained to NVQ 4 and 1 person studying NVQ level 3. Training records and discussions with staff show that training is provided in fire safety, first aid, moving and handling, food hygiene, infection control, health and safety, contamination by substances hazardous to health (COSHH) and safeguarding vulnerable adults. Some staff have completed training in dementia in the past, but there has not been training for other specific mental disorders and neurological conditions which some of the residents have. This was confirmed from discussions with the manger and staff. The manager agreed that this should be looked into and training provided. This will be followed up at the next visit. Staff recruitment procedure were looked at for 4 staff who have started work at the home in the last 12 months. Each person has completed an application form and the required checks obtained by the home before each person started work. Care Homes for Older People Page 23 of 28 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 home is well managed and takes account of the views of those who live there. The health and safety of staff and residents is promoted. Evidence: The manager has National Vocational Qualification level 4 in care and has a certificate in Leadership and Management. The manager also completes other training courses. The home audits its own performance by providing surveys to residents and relatives who are asked to make comments about the service they receive. The results of these are summarised. Written records also show that the home takes account of the residents views, such as in a survey about food, and incorporates these in its plans. Residents meetings take place on a regular basis and records of these are maintained. Two residents referred to the residents meetings and said that they felt comfortable raising any concerns. Care Homes for Older People Page 24 of 28 Evidence: The manager described plans to update and improve the environment as well as the recent redecoration. There is a redecoration plan. The home does not look after residents valuables. Residents have a secure place to store their belongings in their rooms. This was confirmed by 2 residents. An inventory of residents belongings that they bring to the home is kept. Records show that staff are supervised by a member of the homes management team every 2 months and this was confirmed by staff. The AQAA confirms that the homes equipment and appliances are tested, serviced and maintained by suitably qualified persons. The fire log book shows that fire drills take place and that safety equipment is tested. Care Homes for Older People Page 25 of 28 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 26 of 28 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 27 of 28 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 28 of 28 - 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!