Care Home: Langley Park Residential Home

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What the care home does well The home has information available for people to use to help them decide if the home will be able to meet their needs. We were told, "The family visited the home and we were happy with what we saw. A booklet was given and we had a look at the report." People living at the home are given contracts that outline the terms and conditions of their residency. Assessments are made of peoples` needs before they are admitted into the home. People are involved in the writing of their care plans. One person said "They did go through the care plan and we have been involved in reviews, two or three, to see if he/she is still happy here." Health care needs are met. Privacy and dignity are generally well respected by care staff. The home has a very good range of activities for people to take part in. One person commented that they thought the following things were done well in the home "Meals, activities, morning tea and coffee sessions and the pleasant surroundings." Visitors are welcomed. A balanced diet is offered in nice surroundings and people enjoy their meals. The home responds quickly to complaints and takes immediate action to protect people from harm. "They sort things out straight away, although there has been nothing major!" The home supports the protection of peoples` rights through the use of advocates. The home is generally clean and tidy. A member of staff said the home "Keeps a very friendly and homely atmosphere. All staff have really good relationships with the service users which makes them feel relaxed and at home." Proper checks are completed on staff before they are allowed to work at the home. Staff are trained to do their jobs. The home is well managed and focused on the best interests of the people who live there What has improved since the last inspection? Three staff have been identified as `dignity champions` and have received specialist training to perform this role. What the care home could do better: The home is lived in and is in need of some decoration as it is old and dated in design. The deployment of staff does not always ensure that people have a positive experience. "Clients sometimes have to wait for attention from carers as they are busy else where". Key inspection report Care homes for older people Name: Address: Langley Park Residential Home Front Street Langley Park Durham DH7 9YY     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Jean Pegg     Date: 1 8 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 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: Langley Park Residential Home Front Street Langley Park Durham DH7 9YY 01913735599 01913732674 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: www.southerncrosshealthcare.co.uk Southern Cross Home Properties Limited care home 46 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The home may accommodate a named individual as set out in a letter to the registered person dated 12th December, 2002, which establishes the basis on which the individual`s needs will be met by the home. Where necessary the home`s Statement of Purpose shall reflect any changes in service provision required for this arrangement. This condition may not apply to anyone else, other than the named indivdual who falls outside the registered category. Date of last inspection Brief description of the care home Langley Park is a residential care home, located in the centre of the ex-mining village of Langley Park, close to all local amenities. The home is provided by Southern Cross Homes Properties Ltd. and is registered to accommodate older persons (22) in one unit on the ground floor and older persons with dementia (24) on the first floor. It is not registered to accommodate older persons who require continuous nursing care. The home is a two-storey building, situated in its own grounds, with enclosed garden area Care Homes for Older People Page 4 of 25 Over 65 24 22 0 0 Brief description of the care home and car parking at the rear. Personal accommodation and communal space is located on all floors. Service areas (e.g. kitchen and laundry) are located on the ground floor. There are 46 single bedrooms but only five with en suite toilets and wash hand basins. All bedrooms are suitable for wheelchair users. These are all fairly spacious rooms. The weekly fees vary between £414.17 and £558.79. The fee covers all accommodation, meals and personal care. Hairdressing, toiletries, newspapers, plus services from private opticians, dentists and chiropodists are not included in the fee. The actual amount people pay will depend upon their individual circumstances. 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This inspection visit was completed on 18 January 2010. Before we visited the home we sent the manager a document called the Annual Quality Assurance Assessment, which we asked them to complete. We used the information in this document to help us plan the inspection. We also sent surveys out to people who live and work at the home and to other health care professionals that visit the home. Some of the information they gave us will be used in this report. When we visited the home we spent time looking at records and observing what was going on and how people related to each other. We also spoke to people who live at the home and their relatives. All of this information has helped us to form a judgment about the service provided by this home. 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. Care Homes for Older People Page 7 of 25 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. The home has information available for people to use to help them decide if the home will meet their needs. People living at the home are given contracts that outline the terms and conditions of their residency. Assessments are made of peoples needs before they are admitted into the home. Evidence: All nine people who live at the home and who completed surveys for us agreed that they had been given enough information to help them decide if the home was the right place for them. Six people said that they had been given a written contract outlining the terms and conditions of residency and three said that they did not know. We saw copies of the information brochures and contracts when we visited the home. Six of the seven staff that returned surveys to us said that they were given up to date information about the needs of the people they supported. The two social care and health professionals that sent surveys to us generally thought that the assessment Care Homes for Older People Page 10 of 25 Evidence: arrangements ensured that accurate information was gathered to enable the right service to be planned for an individual. We saw examples of completed pre admission assessments during our visit. A relative told us that the family visited the home and we were happy with what we saw. A booklet was given and we had a look at the report. 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. People are involved in the writing of their care plans. Health care needs are met. Privacy and dignity are generally well respected by care staff. Evidence: We looked at three care plans in detail and saw that they all followed the same format. The care plans all had evidence of risk assessments having been completed and plans were written in sufficient detail describing how needs would be met. One relative we spoke to said They did go through the care plan and we have been involved in reviews, two or three, to see if he/she is still happy here. and They contact us straight away if anything is wrong. Of the people who live at the home who returned surveys to us, eight said that they always received the care and support they needed and all nine said that they got the medical care they needed. The two social and health care professionals thought that in general, health care needs were properly monitored and reviewed by the care service. There were records kept of other health care professionals who visited the home and we observed a general practitioner visiting a person in the dementia care unit. Comments from social and health care professional surveys to the question what does the service do well? Care Homes for Older People Page 12 of 25 Evidence: included Carry out instructions from district nursing service re care of clients and inform the district nurse if they have any concerns about a client. When we asked service users what they thought the home did well, they said Everything, the service is excellent. and They look after me and make sure I am comfortable and happy. We observed the medication being given out in the afternoon and then audited the medication held for both floors. We found everything to be satisfactory. The home has three staff who have been identified as dignity champions. These three staff are receiving training in what is expected of them in this role. In general we did not see or hear any member of staff behaving in a disrespectful manner towards any of the people living at the home. We did however observe an incident which we felt had little regard for privacy. We observed that a general practitioner was visiting the home to see someone in the upstairs dementia unit. We observed that this person was taken into another persons bedroom to be seen by the general practitioner. We did not feel that this demonstrated any respect or privacy for either the person being examined or the person whose room was being used for the examination to take place. We asked that in future, all medical examinations should take place in the privacy of each individuals bedroom. 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. The home has a very good range of activities for people to take part in. Visitors are welcomed. A balanced diet is offered in nice surroundings and people enjoy their meals. Evidence: The home employs a full time social life facilitator who provides activities for people living in all parts of the home. There was evidence of Valentine Gifts having been made by the facilitator to sell and raise funds for the home. We were told that the facilitator shares their time equally between the people who live upstairs and those who live downstairs. During the afternoon of our visit we saw that a musical afternoon was taking place in the downstairs lounge. People were singing and some were dancing with the support of the care staff. Outside of the lounge a tea trolley with a tin of biscuits and some ham sandwiches was stood for anyone to use. Visitors were also seen taking part in the musical afternoon. We also noticed a bowl of fresh fruit in the lounge for service users to eat. We spoke to one gentleman who stopped to observe what was going on. He told us that he was Fairly content living here. and that he had No real complaints. One relative we spoke to said that their relative was fairly happy to stay in their own room but that staff did take them to chapel when they wanted. All nine people who returned surveys to us said that the home arranged Care Homes for Older People Page 14 of 25 Evidence: activities that they could take part in. One person commented that they thought the following things were done well in the home Meals, activities, morning tea and coffee sessions and the pleasant surroundings. Both staff and service users made comments about more money being made available for trips out. We observed lunch time in the dementia care unit. Southern Cross, who own the home, use a system called NUTMEG to plan menus that are to be used in the home. This system ensures that the meals provided offer the best nutritional value and are well balanced to meet the needs of older people. Beside the menus that are displayed there are charts showing the nutritional value of each meal. For lunch people were offered a choice of Cornish pasty and mixed vegetables or shepherds pie. When we started to observe the meal time we noticed two people who were sat on a table with two care staff. These two care staff were assisting the two service users to eat their meal. Their approach was gentle and encouraging. Whilst they were assisting these two people to eat, a third member of staff was serving meals to the remaining seventeen people in the dining room, most of whom were eating independently. Meals were also being taken to individual bedrooms. Everyone had been offered an apron to protect their clothing from food spillages. During the meal one of the carers who was helping someone to eat was called away. This meant that the person they were feeding was left for ten minutes with food still in front of them, until the other carer who was sat at the table assisting someone else to eat, was able to offer assistance. For pudding people were offered fruit and custard. Once again we observed one carer trying to assist two people with eating their pudding. This meant that while one person was eating, the other was sat with their food in front of them. The carer who had been serving out meals started to assist a third person who had been asleep when the meals were originally given out. Drinks of tea or juice were offered to the people who were sat in the dining room. The dining room was small but nicely decorated and there was a pleasant atmosphere with people chatting to one another. The kitchen assistant who had served the meal out asked people if they had enjoyed their meal, to which they all replied that they had. In our survey, four people said that they always liked the meals at the home and five said that they usually did. We discussed our observations with the manager and expressed concern that people who had needed assistance to eat had been left with food in front of them when the member of staff had been called away. This meant that food was getting cold and we felt that it was disrespectful to the person concerned. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home responds quickly to complaints and takes immediate action to protect people from harm. The home supports the protection of peoples rights through the use of advocates. Evidence: The home has a complaints procedure in place. In the Annual Quality Assurance Assessment, the manager reported that they had had one complaint in the last twelve months. We checked the complaints record and found this to be true. A relative we spoke to said They sort things out straight away, although there has been nothing major! As well as complaints, the home also has a compliments book which is placed in the entrance foyer. The information board in the entrance displays details of a local advocacy service should anyone be interested in advocacy. One member of staff told us We always try to understand their problems and deal with them immediately The home has made three adult protection referrals in the last twelve months. The evidence that we looked at shows that the home responds to issues of concern immediately to ensure that people are kept safe. The care staff have received training in the protection of vulnerable adults and are now starting to update their knowledge by completing a twelve week course. Eight people who returned surveys to us said that staff listened to them and acted upon what they said. All nine knew how to make a formal complaint and thought that there was someone they could speak to informally if they were not happy about anything. 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 lived in and is in need of some decoration as it is old and dated in design. The home is generally clean and tidy. Evidence: We had a tour of the building to see if it was being well maintained and in good order. The home was built before en-suite facilities became popular and as such only five rooms in the home have en-suite facilities. It has a number of different lounge areas and two dining rooms. In general the home is is need of decoration as signs of wear and tear are showing. For example we saw three chairs in the downstairs lounge that had stuffing coming out of them and four chairs in the upstairs unit. Damp was evident on a bathroom wall. And walls and skirting boards were scuffed and in need of fresh paint. Wall paper was torn in parts and some curtains in the upstairs unit although clean, did have stains on them. As well as looking around the communal areas of the home, we looked at the kitchen and the laundry areas. Both were seen to be in good working order. The home has a large external patio area that has seating and hanging baskets around the walls. There are also some external paintings that make the area look very cheery. The manager told us that they had won the Southern Cross hanging basket competition last year. The Environmental Health Officer visited the home 17 September 2009. Since our visit to the home, the manager has contacted us to say that 25 January 2010, a decorator started working in the home and was decorating the communal areas. New chairs and coffee tables have also been Care Homes for Older People Page 17 of 25 Evidence: ordered and a large screen television was due for delivery. The manager also updated us of her plans to develop the dementia care unit by commissioning large wall paintings depicting the old shops of Durham. A member of staff said the home Keeps a very friendly and homely atmosphere. All staff have really good relationships with the service users which makes them feel relaxed and at home. Eight people who returned surveys to us said that they thought the home was always fresh and clean. 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. Proper checks are completed on staff before they are allowed to work at the home. Staff are trained to do their jobs but the deployment of staff does not always ensure that people have a positive experience. Evidence: We asked for copies of the staff rotas covering a two week period. The rotas confirmed what the manager told us and what we observed during our visit. The dementia care unit has twenty four service users and the home plans to have five staff on duty on a morning and four staff on duty during the afternoon. As we have discussed earlier in this report, we were concerned that the staffing levels on this unit at lunch time resulted in a poor outcome for two service users that needed assistance with eating. We discussed these concerns with the manager and suggested that she consider how staff could be deployed over this period to ensure that service user needs are met and their dignity respected. On the residential unit there are twenty two service users and three staff on duty throughout the day. For night time the home has four staff on duty covering both floors. The home also has a manager, a social life facilitator, catering and domestic staff and a handyman. Seven people who returned surveys to us said that they thought that there were staff available when they needed them. Only one staff member thought that there was always enough staff on duty and five felt there were usually enough staff on duty. Comments from social and health care professionals included Employ more staff especially for residential unit. Clients Care Homes for Older People Page 19 of 25 Evidence: sometimes have to wait for attention from carers as they are busy else where. Staff also commented that they could do with an extra member of staff downstairs. Twenty four of the twenty seven care staff employed at the home have achieved a National Vocational Qualification in Care at Level 2 or above. This represents 88 of care staff employed at the home that have a nationally recognised qualification in care. We checked the recruitment records for staff recently employed by the home and found that all the proper checks had been carried out and references taken up. This helps to make sure that people working at the care home are fit to do so. All seven staff who returned surveys to us confirmed that criminal record bureau checks and references had been taken up by their employer before they started working at the home. We were given a copy of the homes training matrix that shows what training staff have received and what they need to do. This matrix showed that staff were generally up to date with induction, manual handling training, fire training and malnutrition care and assistance with eating. All senior staff have completed training in the safe handling of medication and all but two have completed the pharmacy monitored dosage training. Approximately half the staff have completed training in food hygiene, first aid and use of bed rails. Only the manager has completed training in the Mental Capacity Act and no one has received training in the deprivation of liberties. Six staff who completed surveys said their induction was covered very well and all seven said that they were being given training that was relevant to their role. 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 home is well managed and focused on the best interests of the people who live there. Evidence: The registered manager has worked at the home for many years and holds the registered managers award and a national vocational qualification in care at level 4. The manager was able to show us a range of different records that showed that the quality of the service is regularly monitored. For example we saw copies of the regulation 26 provider reports and a copy of the Key Outcome Inspection Tool. This is an internal document that Southern Cross use to formally audit a home against the national minimum standards. As part of this audit, two service users are case tracked which means that a thorough examination of that persons care and experience of the home is looked at. We also saw evidence of regular meetings being held with staff, service users and their relatives. We looked at the system used for looking after the personal allowances of some Care Homes for Older People Page 21 of 25 Evidence: people who live in the home. Clear records were kept of all transactions made. All seven staff who returned surveys to us confirmed that they received regular or frequent support from their manager. We saw a supervision planner that recorded when supervision sessions were planned for and when they took place. This planner showed that all supervisions were up to date. We looked at a sample of maintenance records and found that they were up to date. As stated earlier in this report, the Environmental Health Officer visited the home in September 2009 and the Fire Officer last visited in December 2008. 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 10 Service user consultations with health care professionals should always take place in the individuals private accommodation or a place that is designated for private and confidential meetings. People that require assistance to eat should not be left with food in front of them when no on is available to help them eat it. The home should be decorated on a regular basis so that people always live in pleasant surroundings. Staffing levels should be kept under review to ensure that service users needs are met at all times. Staff should be deployed in a way that ensures that people who need assistance with feeding at mealtimes have a positive experience and are not left with food in front of them waiting for someone to help. Staff should be provided with training in the Mental Capacity Act and Deprivation of Liberties. 2 15 3 4 5 19 27 27 6 30 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. 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