Care Home: Layden Court Care Home

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What the care home does well People`s needs were known to the service prior to admission. The 2 assessments ensured that the service had sufficient information to assess if they were able to meet the person`s needs. Accurate care plans will contribute to the delivery of care. People were satisfied with the care they received. Their opinions were: `It`s good here, they look after mum very well`. `It`s a very friendly place`. `All aspects of care are given, extremely well`. `They keep the family informed of all changes of health and medication`. `They keep mum well presented`. `Good, 24 hour care`. `A good nursing home` Activities were organised and people were able to exercise their rights of choice within the service, therefore this provided stimulation and enhanced their quality of life. Safeguarding adults training made staff are aware of their responsibility regarding the protection of vulnerable adults. People lived in an environment that had been generally maintained to a good standard to provide a safe, homely environment. Comments were received from the people and the relatives regarding the environment, during the inspection and in the surveys. The general comments were: `The rooms were well kept`. `My room is very nice`. The staff recruitment process provided protection for the people. Comment from the people and relatives regarding staffing were: `They are very nice girls`.`Its a very friendly place`. `Competent staff`. What has improved since the last inspection? There had been compliance to the requirement relating to the supervision of staff. What the care home could do better: There still remains insufficient staff trained to NVQ level. We have received assurances that staff will commence on the training. Comments received from people and relatives who identified where there could be an improvement were: `Redecoration would improve things, more brighter colours are needed`. `It could be cleaner, although staff do their best`. `There is not enough staff for toileting`. `There is a shortfall staff`. `Sometimes the activity lady is taken off to do care duties`. These comments were shared with the managers. On hearing these comments they produced the staffing rotas and evidence that there had been a shortfall in the numbers of staff, but also show that this had been created by staff sickness. They advised that they had made every effort to cover the shortfall but with limited notice from the staff, it was not possible to provide an additional member at short notice. Also constant changes in management was not contributing to the effective organisation and operation of the service. However there was no evidence of poor outcomes for people. Key inspection report Care homes for older people Name: Address: Layden Court Care Home All Hallows Drive Maltby Rotherham South Yorkshire S66 8NL     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: Ivan Barker     Date: 2 4 0 7 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Layden Court Care Home All Hallows Drive Maltby Rotherham South Yorkshire S66 8NL 01709812808 01709813050 layden.court@fshc.co.uk Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Tamcare Limited (a wholly owned subsidiary of Four Seasons Health Care Limited) care home 89 Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category physical disability Additional conditions: One specific service user under the age of 65, named on variation dated 12th November 2004 may reside at the home. Service users within category DE(E) are accommodated on Becks, Thurcroft or Markham Unit. Service users within category DE(E) with nursing needs are accommodated on Kiveton Unit. Service users within category OP are accommodated on Swallowood Unit. Service users within category PD(E) are accommodated on Haighmoor Unit. Date of last inspection Care Homes for Older People Page 4 of 27 Over 65 52 17 20 0 0 0 Brief description of the care home Layden Court is an 89 bedded care home with nursing, which was purpose built and registered in 1995, and is situated on the outskirts of Maltby, near Rotherham. Residents are accommodated on three floors as follows: The lower ground floor has a 9-bedded residential EMI unit -Markham, for residents who have dementia but no nursing needs. This is closed at present for refurbishment. The ground floor has two units for residents in the category of old age: Swallow Wood has 17 beds for residents with general residential needs. Haighmoor has 20 beds for residents requiring general nursing. In addition there are two units on the upper floor offering care to residents with dementia including those with nursing needs. Thurcroft/Becks has 23 beds for residents with EMI residential needs. Kiveton, has 20 beds for residents with EMI nursing needs. The home has pleasant garden areas surrounding it and there is access to the gardens from each floor. There are local shops close by in Maltby, and a bus service operates nearby. The weekly fees are from £366.20 to £592.78. The home charges extra for hairdressing, toiletries, and chiropody. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: 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: We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations - but only when it is considered that people are not being put at significant risk of harm. In future, if a requirement is repeated, it is likely that enforcement action will be taken. Only a limited number of National Miniumum Standards were examined at this inspection (with emphasis on the key standards), and the previous requirements. The persons present at the inspection were: T Elliott, deputy manager. J Grieveson, area manager. Care Homes for Older People Page 6 of 27 Within this site visit, which occurred over a 5 hour period, we examined requirements relating to the previous inspection, toured the building, case tracked 4 people (case tracked means looking at the care and service provided to specific people living at the home; checking records relating to their health and welfare, care plans and other records; by talking to the specific people; viewing their personal accommodation as well as communal living areas). We spoke with other people, relatives and also staff and examined assessments, care plans, risk assessments, menus, complaints files, staff files and quality monitoring documents. The history of the service was examined prior to the site visit. This included the AQAA (Annual Quality Assurance Assessment) a self assessment document, telephone contacts, letters and notifications. People who use the service will be referred to within this report as people. Care Homes for Older People Page 7 of 27 What the care home does well: Peoples needs were known to the service prior to admission. The 2 assessments ensured that the service had sufficient information to assess if they were able to meet the persons needs. Accurate care plans will contribute to the delivery of care. People were satisfied with the care they received. Their opinions were: Its good here, they look after mum very well. Its a very friendly place. All aspects of care are given, extremely well. They keep the family informed of all changes of health and medication. They keep mum well presented. Good, 24 hour care. A good nursing home Activities were organised and people were able to exercise their rights of choice within the service, therefore this provided stimulation and enhanced their quality of life. Safeguarding adults training made staff are aware of their responsibility regarding the protection of vulnerable adults. People lived in an environment that had been generally maintained to a good standard to provide a safe, homely environment. Comments were received from the people and the relatives regarding the environment, during the inspection and in the surveys. The general comments were: The rooms were well kept. My room is very nice. The staff recruitment process provided protection for the people. Comment from the people and relatives regarding staffing were: They are very nice girls. Care Homes for Older People Page 8 of 27 Its a very friendly place. Competent staff. What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples needs were known to the service prior to admission. The 2 assessments ensured that the service had sufficient information to assess if they were able to meet the persons needs. Evidence: On examination of 3 care plans, it was established that there were assessments from the care management. On discussing the assessments with the deputy manager, she advised that the service received copies of the assessment, either via fax, e-mail, post or by hand delivery, and always receive these prior to undertaking their own assessments. The deputy manager advised that the manager or herself undertook the individuals assessment for the service, prior to any potential person being admitted. The Care and Health Assessment Profile (CHAP) was a comprehensive assessment document provided by the company, to record the individuals assessment. Care Homes for Older People Page 11 of 27 Evidence: The information recorded within both assessments assisted in producing sufficient information for the staff to decide if the service could meet the persons needs. It also provided sufficient information for care plans to be drawn up. The deputy manager advised that intermediate care was not provided within the service. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Accurate care plans will contribute to the delivery of care. People were satisfied with the care they received. Evidence: On examination of the care plans, from 4 people, it was established that the documentation was comprehensive and all 4 care plans were up-to-date and had been evaluated on a monthly basis. There were daily entries within the care plans. These entries recorded the care delivered on a daily basis. Comprehensive risk assessments were included within the documentation and included moving and handling, nutrition, skin integrity and other risk factors. People and relatives expressed their views during the inspection and within surveys. Their opinions were: Care Homes for Older People Page 13 of 27 Evidence: Its good here, they look after mum very well. Its a very friendly place. All aspects of care are given extremely well. They keep the family informed of all changes of health and medication. They keep mum well presented. Good, 24 hour care. A good nursing home On touring the building it was observed that many people were in a frail condition and in bed. We asked who was responsible for caring for these frail individuals. The carers advised that all the staff on the floor were responsible. It was discussed with the deputy and area manager that the practice of an individual member of staff assuming that another member of staff had delivered the care, could result in there being a lack of care. This issue was raised at the last inspection and the deputy manager advised that it was implemented following the last inspection. However after several months it was decided to stop the staff allocation and move back to staff caring for everyone on that particular floor. She was unable to advise us who made that decision, as there had been several changes of temporary managers. The benefits of carers having responsibility and accountability for the care they delivered, was discussed. Both managers agreed that they could see the benefits of an allocation system, and it was agreed that it would be recommenced. The storage, ordering, administration and disposal of medications were discussed with the deputy manager. The procedures explained by the deputy were satisfactory. On examination of the Medication Administration Records (MARs) these were found to be completed and fully signed. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Activities were organised and people were able to exercise their rights of choice within the service, therefore this provided stimulation and enhanced their quality of life. Evidence: The managers advised that an activities coordinator was in post and worked 5 days per week. Her normal working shifts were Monday to Friday 9 AM to 5 PM, however she would work evenings and weekends as required for special events. The area manager advised that the company was recruiting another activities coordinator, for an additional 25 hours per week. A programme of activities was displayed. On examination of the record file for activities, it showed the activities which occurred rather than the individuals who took part. It was discussed with the managers that it may be more beneficial to record who participated in the activity as well as the actual activity undertaken. A comment received within a survey indicated that: More resources should be brought into entertainment. Regarding the meals, the managers advised that the care staff asked the people, the previous day, for their choice of meal, and these choices were delivered to the kitchen Care Homes for Older People Page 15 of 27 Evidence: for them to prepare the meals. The choice of meals were written on a board and 2 choices of the main meal and tea were displayed. Comments received within surveys and opinions expressed during the inspection were: The food is always good. We have to wait to be moved especially at meal times. I like small portions and thats what I get. The food is very good. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The service had a complaints procedure however it was not operating according to company policy. Therefore there was no evidence to show that they had acted upon and resolved any shortfalls in care or service provision. Safeguarding adults training made staff are aware of their responsibility regarding the protection of vulnerable adults. Evidence: The complaints procedure was available within the Service User Guide. A copy of the procedure was displayed at the entrance. On requesting to see the complaints file, both managers had difficulty locating the file. When the file was located, it was examined and found to have no complaints since 2007, and it was questioned that because there had been several changes of managers within that period if they had been aware of this file. Both managers agreed that there should have been complaints recorded. Regarding Safeguarding Adults, they were policies and procedures available to staff. Staff had undertaken safeguarding adult training and the managers were able to evidence this by producing the training records. On discussing the adult safeguarding case conferences, the area manager informed us that the 4 cases relating to pressure sores had been investigated and were to be closed by the adult safeguarding team. Care Homes for Older People Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People lived in an environment that had been generally maintained to a good standard to provide a safe, homely environment. Evidence: On a touring the building, it would found that several areas had received redecoration and refurbishment. However there were still areas which looked worn and tired. The deputy manager advised that there was still an ongoing programme of refurbishment. She agreed to send us a copy of the next 12 months refurbishment programme. There were a considerable amount of door guards, which were red boxes which had a mechanism inside to hold open the door. The mechanism was released on the sound of the fire alarm. On discussing the fact that there were a considerable amount of door guards, we were advised by the managers that although the door had a self closure fitted, the door guards held the door open so that the person who was in bed, could be observed. Also it could be closed when care was being delived or if the family wished to have some private time with their relative. We agreed that it was important for the person to have privacy and dignity but also for frail people to be observed. Comments were received from the people and the relatives regarding the environment, during the inspection and in the surveys. Care Homes for Older People Page 18 of 27 Evidence: The general comments were: The rooms were well kept. It could be cleaner, although staff do their best. My room is very nice. Redecoration would improve things, more brighter colours are needed. The peoples rooms had been personalised and many contained photographs, personal belongings which the individual or the family had provided. Care Homes for Older People Page 19 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The managers were able to provide evidence that staff had received all the necessary annual updates on training, which reflected on the quality of care being delivered to the people. However more staff need NVQ training. The staff recruitment process provided protection for the people. Evidence: On examination of the staff rotas and examination of staff on duty, the following was established. AM shift 2 qualified nurses and 14 care staff. PM shift 2 qualified nurses and 13 care staff. N shift 2 qualified nurses and 6 care staff. Plus one care staff delivering one-to-one care, during the night. Plus the manager and deputy manager, administrator, receptionist, activities coordinator, kitchen, domestic and laundry staff, maintenance person and a gardener. Care Homes for Older People Page 20 of 27 Evidence: Caring for a present occupancy of 76 people. A full assessment of the dependency levels of the people was not undertaken and compared with the indicated staffing levels. On examination of 4 staff files, all contained the required documentation, including the Criminal Records Bureau and Protection of Vulnerable Adults checks. On requesting to examine the staff training records, we were shown evidence that all the staff had received the expected training of moving and handling and fire and additional training regarding the clinical needs of the people. Comment from the people and relatives were: They are very nice girls. Its a very friendly place. There is not enough staff for toileting. There is a shortfall staff. Sometimes the activity lady is taken off to do care duties. Competent staff. These comments were shared with the managers. On hearing these comments they produced the staffing rotas and evidence that there had been a shortfall in the numbers of staff, but also show that this had been created by staff sickness. They advised that they had made every effort to cover the shortfall but with limited notice from the staff, it was not possible to provide an additional member at short notice. It was discussed that it may be beneficial if people and relatives may be made aware of the staffing problems and the action taken. Staff supervisions had commenced and dates were planned to undertake 6 supervisions, in a year. There had been a requirement since the inspection in 2006 for the service to have 50 of the staff trained to National Vocational Qualifications (NVQ) Level 2 or equivalent. It was established that 7 out of 50 staff (14 ) had the qualifications. Care Homes for Older People Page 21 of 27 Evidence: Therefore again this requirement had not been met. In discussing this factor with the area manager, she identified that there had been a large turnover of staff and that staff with the NVQs had left. She also advised that 5 members of staff would commence on the NVQ training on 30 July 09 and 13 members of staff would commence on 30 November 09. Therefore that would make 18 staff undergoing training and 7 who had completed, making a total of 25 staff, which was 50 . However she accepted that the staff had not completed the NVQ training. The manager has contacted us since the inspection and informed us that the 5 staff had commenced the NVQ in July, as agreed. We accepted this as there was a commitment to move forward on the training of staff to achieve the National Vocational Qualification. However because there had not been compliance to the previous requirement, it is repeated in this report. Care Homes for Older People Page 22 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The constant changes in management was not contributing to the effective organisation and operation of the service. However there was no evidence of poor outcomes for people. Evidence: There was no registered manager in post. A person from the senior management had been drafted into the post, since the last manager had left. This manager was on annual leave when this inspection occurred, so the inspection took place with the deputy manager and the area manager. It was discussed that the deputy should be more involved in the management of the service as clearly her main role was that of a clinical lead and files and information were often difficult to locate, during this inspection. The deputy manager agreed that she needed to be more involved in the office management. It was beneficial to the inspection that the area manager was present. The situation of the service not having a registered manager for some considerable Care Homes for Older People Page 23 of 27 Evidence: time was discussed with the area manager. She advised that she appreciated that there had been several managers in post, over a short period of time. However she had interviewed for a manager and the post had been offered, but now the position had gone out to further advertisement. Regarding quality assurance, the deputy manager advised that considerable auditing of the care and service provision was undertaken by the manager, herself, the area manager and a clinical governance team. Evidence of the quality auditing was shown to us. The service had a credit and debit system regarding personal monies, which were held in safekeeping. Regulation 26 documentation, which were records of registered persons monthly visits, were up-to-date. Regulation 37 notices, which were documents that are sent to the Commission regarding untoward occurrences, including falls, accidents etc; had been received by us. The AQAA confirms that policies and procedures are in place and that the servicing and maintenance had occurred. Care Homes for Older People Page 24 of 27 Are there any outstanding requirements from the last inspection? Yes R No £ 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 1 28 18 The registered person should 01/05/2008 ensure that a minimum ratio of 50 trained members of staff NVQ Level 2 or equivalent is achieved. (Previous timescale of 30/06/06 not met). Care Homes for Older People Page 25 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action Recommendations These recommendations are taken from the best practice described in the National Minimum Standards and the registered person(s) should consider them as a way of improving their service. No Refer to Standard Good Practice Recommendations Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). 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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