Care Home: Lelant Nursing Home

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What the care home does well People who use the service and their relatives have the information they need to decide whether Lelant is the right home for them to move into. The admission procedure shows that staff make sure they can meet the persons needs. People receive a good standard of personal and nursing care. One person wrote "Its wonderful there is nothing more I need". Communication with health care professionals in the community is good. The care people receive is good and provided in a safe and respectful way. Medicines are generally well managed at the home by the nursing staff. Staff at the home ensure people see the doctor or other health care professionals when they need to. The care planning systems and documentation at the home are good and means that staff know how to care for someone in a safe and consistent way that meets their individual needs and preferences. People have access to a good programme of activities and are able to maintain contact with their family and friends. People enjoy the activities at the home. People tell us that the food is good at the home and any issues regarding dietary requirements, preferences or weight issues are sensitively managed. People who use the service and their relatives can be confident that their complaints and concerns will be listened to and acted on. People are safe at the home. Most staff have had training to recognise signs of abuse and know how to report any suspicions or poor practice. Lelant Nursing Home is a safe and pleasant place to live and work. The manager and her staff group have the experience to care for people who require nursing and personal care. The home is well managed by Steve Scott the general manager and Irene Jasper the matron. What has improved since the last inspection? The home has worked really hard to improve the standards since the last inspection and the results are such that they should be very proud of what the have achieved. The general decor throughout the home has greatly improved with all communal areas and hallways having been upgraded with new carpets and furnishings. The lounge has a new large television which is easier for all to see and the seating has been altered to allow privacy for those that may choose to sit quietly with a visitor. The refurbishment is ongoing, a second phase will include all private rooms and facilities. Registered nurses have had training with regard to medication and the requirement made at the last inspection detailing improvements needed re storage of medication has been wholly met. The choice and presentation of the meals provided has improved. Activities have improved, an activities co-ordinator has been employed and activities are organised taking into consideration peoples choices and preferences. Staffing numbers have improved. What the care home could do better: Three requirements have been made; The recording of medication, in particular hand written prescriptions must be checked and signed by two people to ensure the safety of residents. Staffing; the home must ensure they receive two written references for each individual before they commence working at the home, this will ensure people are only employed if they are suitable to do so. All staff must have up to date training in Moving & Handling, Fire and the Protection of Vulnerable Adults; training must only be undertaken "in house" if the person is qualified to do so, (Moving & Handling). Key inspection report Care homes for older people Name: Address: Lelant Nursing Home Glen Road Mannamead Plymouth Devon PL3 5AP     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: Caroline Rowland-Lapwood     Date: 2 3 0 2 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. 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: Lelant Nursing Home Glen Road Mannamead Plymouth Devon PL3 5AP 01752663626 01752663626 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Pilling Care Homes Limited Name of registered manager (if applicable) Ms Irene Jasper Type of registration: Number of places registered: care home 40 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 who can be accommodated is 40 The registered person may provide the following category of service only: Care home with Nursing - Code N to service users of either gender whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP Physical Disability - Code PD Date of last inspection Brief description of the care home Lelant Nursing Home is situated in the Mannamead area of Plymouth, Devon. It is registered to provide nursing and or personal care for forty people, male or female, over the age of 65. The home admits service users for emergency short term and residential long-term care. Because of the nature of the building they share communal Care Homes for Older People Page 4 of 28 Over 65 40 0 0 40 Brief description of the care home space and facilities. The home is arranged over three floors with access to most parts of the building via a passenger lift and wheelchair lift. Two bedrooms can be accessed by steps and are only suitable for mobile residents. There are single and shared rooms, some en suite. On the ground floor are a lounge and dining room. There is a garden and patio area. The home is owned by Pilling Care Limited. The current range of fees for nursing care and for residential care is dependant on assessed need. Additional charges are made for hairdressing, newspapers, trips away from the home and podiatry chiropody. Prior to admission the homes service user guide is supplied, this is also availabale in large print. 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 quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. This key unannounced inspection consisted of a visit to the home on 23rd & 25th February 2010. One inspector performed this inspection. During this time we spoke to the managers, the Registered Nurses and some other members of care and ancillary staff on duty. We case tracked three people who use the service. Case tracking means we looked in detail at the care three people receive. We spoke to staff about their care, looked at records that related to them and made observations if they were unable to speak to us. We looked at three staff recruitment records, induction and training records and policies and procedures. We did this because we wanted to understand how well the systems work and what this means for people who use the service. Care Homes for Older People Page 6 of 28 All this information helps us to develop a picture of how the home is managed and what it is like to live at Lelant Nursing Home. Care Homes for Older People Page 7 of 28 What the care home does well: What has improved since the last inspection? The home has worked really hard to improve the standards since the last inspection and the results are such that they should be very proud of what the have achieved. The general decor throughout the home has greatly improved with all communal areas and hallways having been upgraded with new carpets and furnishings. The lounge has a new large television which is easier for all to see and the seating has been altered to allow privacy for those that may choose to sit quietly with a visitor. The refurbishment is ongoing, a second phase will include all private rooms and facilities. Registered nurses have had training with regard to medication and the requirement made at the last inspection detailing improvements needed re storage of medication has been wholly met. The choice and presentation of the meals provided has improved. Activities have Care Homes for Older People Page 8 of 28 improved, an activities co-ordinator has been employed and activities are organised taking into consideration peoples choices and preferences. Staffing numbers have improved. 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 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides good information to people, which enable them to make a choice about whether the home will suit their needs. Good systems are in place to ensure that peoples needs are assessed and can be met prior to moving into the home. Evidence: The home gives detailed information about the services it provides. Copies of the Statement of Purpose and the Service Users Guide were seen, these are also available in large print. People told us they had enough information about the home before moving in, one person said They gave me lots to read so that I know about the place. The home has admissions via the RITA scheme ( admission of people who need some intermediate care that does not require hospital admission), continuing care ( highly dependent people who need care but do not need to be in a hospital environment, and supportive discharge/onward care team ( for people who can be discharged from hospital but need a little more time in care before returning home. Care Homes for Older People Page 11 of 28 Evidence: These people are not always assessed in person prior to admission but comprehensive information is forwarded to the home from the various care managers before a placement is made to give the home time to assess whether a persons needs can be met. Social care professionals told us in surveys that assessment arrangements always ensure that accurate information is gathered and that the right service is planned and given. One person form the RITA scheme said They are really very good here. We looked at three care plans which showed good detailed assessments that were undertaken prior to admission by the matron, they included information about the health and personal care needs of the individual; this is done thoroughly so that the home can be sure it is able to meet the persons need prior to admission. 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 has a good care planning system, which provides the staff team with the information needed to enable them to support people in a way they prefer. Peoples health needs are well met and the management of medication is satisfactory. People feel they are treated with respect and that their privacy is upheld by caring staff. Evidence: People responding to CQC surveys told us they always received the care and support needed. One wrote, They care for my every need. During our visit people told us they were happy with the care they received, comments included, The staff are so kind they come when I ring my bell, Staff are good, nothing is too much trouble for them, and I am very happy with everything, I get all that I need. Each person has a plan of care, these detail his or her individual care needs, wishes and preferences. Staff were aware of peoples needs and could describe the care Care Homes for Older People Page 13 of 28 Evidence: delivered. Risk assessments were in place and generally reflected behavior or situations, which may cause harm to people, for example poor mobility, falls, aggression and the use of equipment. Moving and handling assessments and plans, skin care and continence assessments were in place and provided staff with the instructions needed to deliver care. Staff were observed to assist people with manual handling needs in a competent and sensitive manner, using the correct equipment and giving gentle instructions and reassurance to people as needed. Staff were given information at shift handovers about some peoples particular needs any changes to their needs, who was to be offered a bath, or needed encouragement with drinks or food. Peoples personal care was well attended to; people were smartly dressed, and well groomed. Everyone spoken to advised that they rose and retired at a time of their own choice. People told us their medical needs were always met; Health professionals responding with CQC surveys told us the home always sought advice and acted on advice. Health professionals felt that peoples health care needs were always met. Their comments included; They are receptive to concerns raised and are always willing to work with us to improve care, and They are a very hard working and caring team and should be proud of their very high quality of care. Records show that people have access to a variety of health professionals including GP, district nurses, optician and other specialists and out patient clinics. We looked at the way the home stores and administers medicines. Medicines at the home are managed safely. Medicines are stored and disposed of safely. The fridge used to store medicines is lockable and temperatures of the fridge are kept. Other storage was satisfactory, including the arrangements for storing of controlled medicines. Daily records were complete, with no gaps in administration records. Handwritten prescriptions were seen in the administration records, these must be checked and signed by two members of staff to ensure safety for people. During our visit staff were seen and heard to be polite and friendly when delivering care or assisting people with their daily activities. Staff were heard to address people Care Homes for Older People Page 14 of 28 Evidence: in a respectful manner and their approach was pleasant and caring. The service is good when caring for people who are terminally ill or dying. The wishes of individuals about dying and terminal care, and the arrangements they want after death are discussed and recorded.Staff work to a very high consistent standard and constantly monitor pain, distress and other symptoms to ensure individuals receive the care they need. 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. Routines are flexible and people are supported to exercise control over their daily lives. Social activities meet peoples expectations and preferences and people benefit from contact with their family and friends, which is encouraged and supported by the home. Meals at the home are good. Evidence: A tour of the home showed some people in their rooms watching appropriate TV programmes, listening to the radio or reading. Communal space includes a lounge where most of the activities take place, and a dining room. People told us routines at the home were flexible. One person said, You can do as you want really, another said, I can get up and go to bed when I want. Surveys returned to CQC show that people felt there were usually activities available to take part in. Care plans gave some information about peoples interests and hobbies, this is being developed by the new activities co-ordinator. An activity programme is in place, information about what is scheduled is displayed within the home. Currently activities are provided three days a week, this is planned to be increased to five days in the near future. People said they enjoyed the new activities, one said I went along the other day and I thoroughly enjoyed myself. There are also plans for a summer fete, visiting outside entertainers and the use of the memory service. Care Homes for Older People Page 16 of 28 Evidence: Visitors are welcome at any time and the home has established good relationships with the relatives. They confirmed they were informed and consulted with regards to their relative. When asked about food peoples responses included, Very good, The food is lovely and Its usually pretty good, some days better than others. All spoken with said that they were given sufficient to eat and mentioned the availability of evening drinks and snacks. Food is bought fresh, fruit and vegetables are always available, people said they were always offered an alternative if the meal was not to their liking. Care Homes for Older People Page 17 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. People can be confident that their complaints will be listened to and staff understand the principles of adult protection, which helps to protect people from abuse. Evidence: All people responding with CQC surveys knew how to make a complaint and knew who to speak with should they have any concerns. People felt Mr Scott and the matron were approachable and would listen to them and always act on what they say. On the day of the inspection a visitor told me about an issue he had spoken to the managers about, he said They listened to me and tried their very best to resolve it for me, they really are very good. Relatives were also aware of how to make a complaint and told us that concerns were responded to. Outside professionals were confident that complaints or concerns were responded to appropriately. The Commission has received one complaint about this service since the last inspection, this was investigated by the home in a professional and timely way and was found to be unsubstantiated. Training records showed that most staff receive adult protection training to ensure they are aware of the issues and know who to raise any concerns with. Some staff spoken with said they had attended training but not all, they had a good understanding of adult protection matters and understood their personal responsibility to report incidents of concern. People spoken with confirmed that they were happy living at the home and all said they felt safe. Care Homes for Older People Page 18 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. People enjoy a good standard of accommodation that is attractive, clean, homely and ell maintained. Evidence: The home has completed the first phase of its refurbishment programme. The entry hall, hallways, staircases and lounge have been redecorated to a high standard, new window dressings hung and carpet laid. Lighting has been upgraded and new artwork has improved the aesthetics of all the public rooms and spaces. The dining room has also been upgraded with new carpets etc. The complete refurbishment will be included in the second phase of the continuing refurbishment programme. Bedrooms are refurbished as they become vacant. In order to reduce the risk of scalds and burns to people, hot water temperatures are controlled and radiators seen in bedrooms were covered. The home was generally clean and free from offensive odours. However a few bedrooms were malodorous including one which needed its carpet replacing, this was discussed with one of the managers and he recognised the need for some action to be taken. People responding with surveys said the home was always clean and fresh. The laundry was clean and well organised with the necessary equipment in place. Staff receive training in infection control and hand sterilising gel is readily available Care Homes for Older People Page 19 of 28 Evidence: throughout the home for visitors to use to minimise infection. Care Homes for Older People Page 20 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 adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staffing levels are sufficient to ensure that peoples needs are met in a timely way. Experienced and friendly staff support people well but not all staff have been adequately trained to ensure peoples safety. People are generally protected by the recruitment practice followed at the home. Evidence: People living at the home told us in their surveys that staff were either always or usually available when they needed them. Staff we spoke with on the day said that generally there were enough staff on duty, with the exception of night duty which sometimes could be very busy, consideration should be given for another member of staff to be available at peak times. Some comments made on the day include, The girls are great, so kind and All the staff are so nice, they work hard and are always cheerful. People who we spoke to during the inspection all told us that staff responded to requests for help and that the bell was answered fairly promptly. The home generally provides staff training in house, with one Registered nurse taking responsibility for this, outside trainers are used for fire training. Most staff has up to date training in mandatory areas such as Moving & Handling, Protection of Vulnerable Care Homes for Older People Page 21 of 28 Evidence: Adults, Fire and First Aid, however not all staff had been trained in all of these. Moving & Handling training is provided by a Registered Nurse but she is not qualified to do so. All staff must be sufficiently trained in these core areas so that they keep the people living at the home and themselves safe from harm. We looked at the homes recruitment procedures for three new staff. Two files were complete containing references, police checks and former employment details, the third file we looked at contained only one written reference, this is not good practice. The recruitment process must be robust to protect people living at the home. Care Homes for Older People Page 22 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, with good systems in place to ensure that peoples views are sought and acted upon. Health and safety within the home is promoted meaning people live in a safe environment. Evidence: The manager of this home is a 1st level registered nurse with many years experience. She shows good leadership qualities and expects high standards from her staff. The completed staff surveys indicate that her management style is respected and staff are clear about what she expects from them. She believes in providing good quality care, meals and environment and ensuring people are treated with kindness and dignity. She measures this by visiting the people regularly and providing day to day hands on care. The home also employs a general manager who is there on a day to day basis, he overseas all other aspects of managing the home. It was commented during the inspection by one visitor that He listens and understands where we have concerns and has done everything to resolve the problem, I am impressed. Care Homes for Older People Page 23 of 28 Evidence: There are clearly defined roles amongst the staff with trained nurses having responsibility for specific areas such as medicines ordering and induction training. We were told that a programme is about to begin for staff to receive regular one to one sessions with their manager as part of their development. Health and safety at the home is managed well; Records showed that maintenance of equipment and systems, such as water, gas and electrical systems were up-to-date. The kitchen was organised and well equipped. Fridge and freezer temperatures are recorded regular to ensure that food is stored safely. Care Homes for Older People Page 24 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 25 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 1 9 13 Handwritten prescriptions 31/03/2010 must be signed and checked by two members of staff. This will ensure errors do not occur and keep people safe. 2 29 19 All staff must have the necessary checks performed before commencing work, this relates to two written references being obtained. This will ensure people are cared for by people capable of doing so. 31/03/2010 3 30 18 All staff must be properly trained in Moving & Handling, Adult Protection & Fire prevention. This will ensure people are well cared for by people trained to do so. 30/04/2010 Care Homes for Older People Page 26 of 28 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. 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