Care Home: Loxley Hall

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What the care home does well Loxley Hall reviews its practice on an ongoing basis and provides a flexible service to the people that live there. This helps to ensure that the home is able to respond to changing needs, which in turn enables people to maintain as much independence as possible. There is a strong commitment from everyone working at the home that helps to ensure that the quality of care is provided to an excellent standard. Residents are treated with respect and dignity and we found that the staff members were able to demonstrate an awareness of the diverse needs of the people they were supporting. Positive, relaxed and warm relationships were seen to exist between residents, visitors and staff members, those people that commented all praised the staff, accommodation and the care they were receiving. The expert by experience who accompanied us during the visit said; "During the inspection I spent time with many residents and visitors, all gave the home a very good name". Routines within the home are flexible; this gives people some control over their lives and enables them to maintain their independence. An excellent programme of activities and other events are organised. A good choice of meals is offered and there are high standards of catering. The quality of record keeping within the home is being maintained to a very good standard; this helps to ensure that people`s needs are identified and addressed quickly. What has improved since the last inspection? This is the first inspection of the service since the change of ownership. What the care home could do better: We consider that Loxley Hall has maintained it`s excellent status so rather than state what they could improve we would expect that the home continues to review its practice in order to ensure that the high standard of care provided to the residents at the present time is maintained and where possible improved upon. Key inspection report Care homes for older people Name: Address: Loxley Hall Lower Robin Hood Lane Helsby Frodsham Cheshire WA6 0BW     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: Paul Ramsden     Date: 0 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: Loxley Hall Lower Robin Hood Lane Helsby Frodsham Cheshire WA6 0BW Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Name of registered manager (if applicable) Minster Care Management Limited 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 registered person may provide the following category of service: Care home onlyCode PC. To people whose primary care needs on admission to the care home are in the following categories: Old age not falling within any other category- Code OP(40) and Physical Disability - Code PD(4). The maximum number of people that can be accommodated is: 40. Date of last inspection Brief description of the care home Loxley Hall is a detached, purpose built, two storey property situated in its own grounds in the village of Helsby. Helsby has various amenities and services and good transport links including a nearby railway station. Following a recent change of owner Loxley Hall is now owned and managed by Minster Care. Care Homes for Older People Page 4 of 25 Over 65 40 0 0 4 Brief description of the care home Bedrooms are situated on both floors and a passenger lift and staircase provide access to the first floor. There are 30 single and five twin [currently all used as single accommodation] bedrooms. Seven rooms have en-suite facilities. Communal living areas consist of one main lounge/dining room and a separate smaller lounge, which is used for a variety of purposes. There are gardens to the rear and side of the home which are accessible to anyone with a mobility problem. Car parking is provided at the front of the home. The current fees for the home are between £373 - £675, further details about these are available from the home manager. A copy of this inspection report can be made available upon request from the home or via the Commissions website. 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 unannounced visit took place on the 8 January 2010 and lasted for a total of five and a half hours. Paul Ramsden undertook the visit on behalf of the Care Quality Commission [The replacement body for the Commission for Social Care Inspection, CSCI, since 1 April 2009]. Any references to we or us in the report refer to the Commission. All of the key standards for older people were looked at. Feedback on the findings of the inspection was given to the home manager and lead nurse at the end of the inspection. The Commission is trying to improve the way it gains an understanding of peoples individual views and experiences about a service. One method of doing this is to use someone called an expert by experience. This is a person who, because of their shared experience of using services, and/or ways of communicating, visits a service with an inspector to help them get a picture of what it is like. An expert was involved in this inspection and they took time to speak with people living in the home about the Care Homes for Older People Page 6 of 25 standard of care provided, the accommodation, the quality of food served and opportunities for social activity. This visit was just one part of the inspection. Prior to the visit the home manager was asked to complete an Annual Quality Assurance Assessment [AQAA] to provide up to date information about the service provided in the home. This is a very detailed questionnaire that provides us with a lot of information about the service before we go to the home. During the visit various records and the premises were looked at. When looking at the documents relating to the type of care each person needs [assessments and care plans] we use a system called case tracking. This is a method that allows us to follow or track a particular situation in order to ensure it was dealt with appropriately. A number of residents, family members and staff were spoken with; they gave their views about the home and the service provided. The homes ownership changed in July 2009 and this inspection has been undertaken as part of the Commissions legal responsibility to inspect new services within six months of registration. New services can only be rated as good because they do not have a proven track record. However as a previously registered care home that was rated as an excellent service [the quality rating was awarded to the previous owner] it can keep this rating as long as the standards that led to its award have been maintained. Care Homes for Older People Page 7 of 25 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 25 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 9 of 25 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Information and opportunities to visit before moving in are available and residents are fully assessed before moving in to ensure their needs can be met at the home. Evidence: The home provides a range of information to prospective residents; these include the service user guide and the statement of purpose. People are free to visit the home if they want to look around and they can contact the manager or staff members if they have any questions. The documents available are comprehensive and well thought out and should provide sufficient information for anybody who is thinking of moving into the home. A copy of the service user guide and statement of purpose is put into each bedroom so residents and their families can look at them whenever they want to. The expert by experience who accompanied us during the inspection said; One person had booked in for a short stay but had decided to stay permanently. Both the resident and family were very happy with the care being provided. Care Homes for Older People Page 10 of 25 Evidence: Pre-admission assessments demonstrating that the residents individual needs had been assessed in an accurate and consistent way had been carried out for the three people whose files were looked at. The nurses usually carry out the assessments and will visit people in their own home, another care home or hospital to gather the necessary information before admitting someone. This provides an opportunity to make sure the home can accommodate the person and their individual needs. Where applicable copies of information provided by the Local Authority is also obtained prior to admission. Intermediate care is not provided at Loxley Hall. 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. The residents care plans seen were well maintained and provided all of the information needed for staff members to be able to take appropriate action to meet an individuals needs. Evidence: The lead nurses are responsible for drawing up a residents plan of care. The content of the care plans was good and showed that staff members were fully aware of the principles of privacy and dignity. The care plans seen provided staff members with all of the necessary information for them to look after a persons needs and they were designed to promote independence. They were being reviewed and where necessary re-written on a regular basis. An audit of the care plans is undertaken every three months. Appropriate risk assessments were also in place so that staff members knew what to do to minimise risks to people. The manager explained that following the recent change of ownership they were in the process of changing the care planning documentation so that it had the new companys logo on it. They do not intend to change the actual format in place. Care Homes for Older People Page 12 of 25 Evidence: Staff members spoken with had a good understanding of the people they were supporting; they were able to meet their diverse needs, for example if someone had a mobility problem and residents were being supported to live as independently as possible. Nurses and care staff work to a very good standard in order to ensure that residents receive the care they need. They monitor a residents health and emotional needs daily and there was evidence to show that people were receiving the appropriate support from district nurses, GPs etc. The local surgery is next door to the home and there is an excellent relationship between the home and the practice. A key worker system is in place [This is a system used in the majority of homes and involves particular staff members working more closely with certain residents]. The changing needs of individuals are discussed as and when required. We were able to see this in practice during the visit when information about individual residents was passed to the home manager or between staff members during a handover. It was seen throughout the visit that residents were being treated with courtesy, respect and good humour by staff. They were seen to be interacting with people in an appropriate way, knocking on bedroom doors before entering and addressing them according to their wishes recorded on the care plans. All personal care is carried out in the privacy of a residents bedroom or one of the bathrooms. Policies and procedures in relation to medication are in place. Medicines are administered using a blister pack system provided by a local pharmacist. The arrangements for the administration of medicines were looked at during this visit; we found that people were receiving their medication as prescribed. All of the staff members responsible for dispensing medication receive ongoing training in this area. The home manager audits the medication system in place regularly. Most of the bedrooms have a medication cabinet available so that residents can take their own tablets if they are able to. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home have a wide range of activities that they can choose to take part in to keep themselves active. The residents and visitors spoken with were positive about the home and the support they received. Evidence: Residents were able to move freely around the home and a choice of sitting areas was available. They confirmed that routines within the home were flexible and that they were able to make choices in many areas of daily living; for example, times of rising and retiring, whether or not to join in with planned activities and where to spend time and with whom. The residents spoken with made a number of positive comments during the inspection. Residents meetings are held on a regular basis. The home employs an activities co-ordinator for thirty four hours per week [one of the care staff assists and works for an additional five hours] Their roles are to work with residents both on an individual basis or in groups. The activities advertised for January were; ten pin bowling, weekly cinema [there is a large screen and projector], painting class, flower arranging, quiz night, dominoes and bingo. This programme of activities is displayed in the entrance area and around the home. The residents, aided by the co-ordinator also produce an A5 sized monthly booklet; this has the activities planned, Care Homes for Older People Page 14 of 25 Evidence: poetry, individual recollections about the past, news and events, a puzzle page and sports news including the current bowls and dominoes league results. we think this is an excellent document. We received many positive comments from residents, visitors and staff members about the quality of the social and other events organised. There is a computer, with Internet access available for people to use, this is in the small lounge. The expert by experience said; I was impressed with the range of activities on a daily operation. Various religious denominations conduct services in the home and people are free to attend if they wish to do so. There is a well equipped salon on site and a hairdresser visits the home every week; residents are able to use this service if they wish to do so. Links with the local community are maintained and people are free to come and go from the building if they are able to. Meals can be eaten in the main dining room or in the privacy of a residents own room. There is a menu that has the flexibility to meet individual needs and choices and the residents spoken with confirmed that the food they were eating was good and that choices were available. The expert by experience ate lunch with some of the residents; he said, The meal I had was well cooked and nutritious. Special diets can be provided if needed. The kitchen area was seen to be clean and well organised. Care Homes for Older People Page 15 of 25 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents and relatives are able to complain/make suggestions and action would be taken to respond to their concerns. Adult protection training is provided for staff in order to ensure the continued safety of residents. Evidence: There is a written complaints procedure for the home; this is displayed in the entrance area and is also included in the service user guide and statement of purpose. The ethos of the home is that it will deal with any complaints/suggestions positively and will learn from them. There has been one complaint since the change of ownership; this has been dealt with appropriately. The home has a safeguarding procedure in place that complies with all of the relevant legislation and good practice guidelines. This is designed to ensure that any possible problems that arise are dealt with openly and people are protected from possible harm. Staff members undertake training in this area. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Loxley Hall is very well maintained so that residents live in a very comfortable and homely environment. Evidence: A tour of the premises was undertaken; this included communal [lounge/dining room]areas and a number of bedrooms. Loxley Hall, both externally and internally is maintained to a high standard. The people living in the home told us that the standards of hygiene and cleanliness were good all of the time. The bedrooms seen were personalised by the people living in them and a lot of people had brought in many personal items, including furniture to make their stay more comfortable. The expert by experience said; people had lots of their own things in their room. Profiling beds, which are specialist beds giving additional comfort to people who are frail and which help to prevent pressure ulcers are provided where necessary. Further aids and equipment, for example, hoists in the bathrooms are provided for people who need assistance with personal care. The manager explained that it was the new owners intention to carry out a process of refurbishment within the home and as part of this programme new bedroom furniture Care Homes for Older People Page 17 of 25 Evidence: is being provided and each of the rooms is to be redecorated and re-carpeted. other areas such as the entrance area are also going to be refurbished. The home has a passenger lift to allow access between floors. There are fully accessible garden areas available for residents to use. The expert by experience has said; There are plants and trees all round the home and a nice garden with seats in the main square, there is a nice outlook from all of the rooms. The laundry within the home is well equipped and good systems are in place for the care of peoples clothes. The expert by experience has written; The laundry service was working well. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Staff members work positively with residents and families to improve the quality of life of residents living in the home. A robust staff recruitment process is in place to protect residents from possible harm. Evidence: Staffing levels at Loxley Hall are good and few staff members leave to work elsewhere. As a result there is little use of agency staff which means that people living in the home receive continuity of care from people they know well. The staff members spoken with were very positive about the home and told us that they thought a high quality of care was being provided. We found the staff members to be cheerful and friendly and the residents/visitors spoken with were complimentary about their attitude and competence. The manager, home services manager, activities co-ordinator and separate ancillary staff such as kitchen and laundry staff members are in addition to the nursing and care staff members on duty at any one time. This means that there are always plenty of staff on duty to meet the various needs of the people living in the home. According to the AQAA 18 of the 29 care staff members are either qualified to National Vocational Qualification [NVQ] level 2 or 3 in care, a recognised qualification for people working in the care profession or are working towards this. Care Homes for Older People Page 19 of 25 Evidence: The staff files seen contained all of the required information and a robust recruitment procedure was in place for the protection of residents. The homes manager confirmed that all new staff are checked against the POVA list and that a satisfactory CRB disclosure must be obtained before employment commences. The management team at Loxley Hall consider that the recruitment of good quality staff members is an integral component in delivering an excellent service. The result of this is that the current team have the skills, knowledge and experience to meet the diverse needs of the residents. New staff members undertake a thorough induction training programme which meets the Skills for Care Induction Standards. We were able to see the induction record for one of the most recently appointed staff members. Another staff member explained her induction to us; she said it was very thorough and had included her working a number of shifts on a supernumerary basis. Loxley Hall provides a range of training courses for staff members; these include, safer manual handling, first aid, adult protection and fire safety. The staff members spoken with confirmed that regular training was readily available. Since being at the home the manager has undertaken a training audit and has produced a comprehensive training schedule for the coming year. Staff meeting are held on a regular basis. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is being very well run and managed on a day to day basis, this helps to ensure that the needs of the residents are met and that there are appropriate procedures in place to maintain their safety. Evidence: The home has a very experienced and competent manager who is registered with the Commission for Social Care Inspection. She has attended courses/training in order to fulfill her management responsibilities and has demonstrated an awareness of the needs of the client user group and how to manage the staff group. She has completed the registered managers award. She communicates a strong sense of direction and is able to demonstrate a sound understanding and application of best practice. A home services manager [responsible for managing the ancillary staff members], lead nurses, senior staff members and a domestic supervisor support the manager in the running of the home. This is a very strong and committed team who work hard to ensure that the quality of care provided is maintained at as high a level as possible. Care Homes for Older People Page 21 of 25 Evidence: Residents and family members that commented said that the homes management team were approachable and supportive. The home fully recognises the importance of a quality assurance system in order to ascertain whether residents and families are happy with the standards of care being provided. As part of this process comments cards and a post box are available for people to use if they want to. Questionnaires to gather information about the quality of care being provided are available but have not been used since the new owners took over six months ago. These are to be sent out in the near future. The home did hold some cash for the residents who had requested this service or who needed some help. We found there were efficient systems in place to ensure people were safeguarded and the management of peoples monies, including record keeping was of a consistently high standard. A random sample of these monies were checked, each had a correct balance and were being well managed. All records seen were being kept securely. All staff members are supervised on a continuous basis; in addition they all receive formal supervision approximately six times a year. This helps to ensure that the high quality of care provided to residents is maintained. Any accidents are recorded and the home manager regularly audits these in order to ensure that any trends, for example, a resident having a number of falls are identified and addressed. The home has a comprehensive range of policies and procedures to promote and protect both residents and staff members health and safety. The maintenance records seen demonstrated that the appropriate service contracts were in place. These are all kept in a single file and included, the passenger lift, bathing aids, the fire alarm system and the gas and electrical installations. The new owners have maintained the contracts with the suppliers employed by the previous owners; the manager confirmed that this arrangement will continue The fire safety log book showed that the tests on the system and emergency lighting were being carried out at the recommended intervals and that drills and training were also up to date. 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 Care Homes for Older People Page 24 of 25 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 25 of 25 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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