Care Home: New Line Residential Home

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What the care home does well The home is well managed and people that live and work at the home feel valued and enjoy a friendly and relaxed atmosphere. The home has an open door policy and encourages people to tell them what they think about the service. There are regular meetings arranged for people living at the home and there are quality assurance monitoring systems in place.New Line Residential HomeDS0000001283.V376431.R01.S.docVersion 5.2The home has established close working relationships with other health care professional to make sure people`s health care needs are met and they have access to the full range of NHS services. Comments from people living at the home and/or their relatives included the following "the home is always kept clean and tidy and the staff are kind, considerate and very friendly" and "all the staff work hard to make sure we are comfortable and the meals are well cooked and plentiful." What has improved since the last inspection? Some areas of the home including the bedrooms have been decorated and new soft furnishing purchased to make people’s private accommodation more comfortable. Improvements have been to the medication systems in place and people can now be confident that medication is being stored and administered as prescribed. The recruitment and selection procedure for new staff is now thorough, therefore people living at the home can be confident that their care and support is provided by staff that are suitable to work in the caring profession. Improvements have been made to the care planning system although further work is required to make the plans more person centred. The registered manager has gained a recognised management qualification and therefore is able to evidence that she has the skills and experience to manage the home effectively and in the best interest of the people living there. What the care home could do better: The care plans in place need to be more person centre and give clear guidance to staff on how people’s needs are to be met. Staff must make sure that they promote people’s right to independence and choice and do not impose daily routines at the home, which are more for the benefit of staff rather than the people living there. More could be done to provide people with a range of social and leisure activities both within the home and the local community. The registered provider must make sure that monthly reports on the conduct of the home are completed and made available for inspection as required under Regulation 26 of the Care Homes Regulations 2001. Key inspection report CARE HOMES FOR OLDER PEOPLE New Line Residential Home 28 New Line Greengates Bradford West Yorkshire BD10 9AS Lead Inspector Steve Marsh Key Unannounced Inspection 10th July 2009 09:00 DS0000001283.V376431.R01.S.do c Version 5.2 Page 1 This report is a review of the 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. 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. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 2 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 New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 3 SERVICE INFORMATION Name of service New Line Residential Home Address 28 New Line Greengates Bradford West Yorkshire BD10 9AS 01274 616631 N/A w.selby@hotmail.co.uk Telephone number Fax number Email address Provider Web address Name of registered provider(s)/company (if applicable) Name of registered manager (if applicable) Type of registration No. of places registered (if applicable) Mrs Angela Copley Mrs Wendy Selby Care Home 16 Category(ies) of Dementia - over 65 years of age (4), Old age, registration, with number not falling within any other category (11), of places Physical disability over 65 years of age (1) New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 4 SERVICE INFORMATION Conditions of registration: Date of last inspection 16th July 2007 Brief Description of the Service: New Line Residential Home is situated about three miles from Bradford City centre. The home is on a main bus route from the city centre and is conveniently situated close to the shops and other facilities in the local area. There is also a large garden for people to enjoy, and a car park to the front of the property. New Line is a detached adapted property, which is presently registered to care for sixteen people in both single and double bedrooms. The Registered Provider has recently received planning permission to extend the existing building to provide additional bedrooms and communal space. It is anticipated that work will start in the near future and in addition to the new build the existing part of the home will also be refurbished. All the communal areas including the dining room and lounges are situated on the ground floor of the home, and toilet facilities are conveniently situated throughout the building. Fees at the home range from £351:00 to £415:00 per week. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 5 SUMMARY This is an overview of what the inspector found during the inspection. The quality rating for this service is two star (2*). This means people that use the service experience good quality outcomes. The methods we used included looking at records, observing staff at work, talking to people living at the home and visitors, talking to staff and looking around the property. Before the visit we had provided some people living at the home, staff and other health care professionals with survey questionnaires so that they could share their views of the service with us. We received five questionnaires back from people living at the home and ten from staff. No questionnaires were returned by health care professionals. The information they provided has been used as evidence in the body of the report. The home had also completed and returned their Annual Quality Assurance Assessment (AQAA) form and the information provided has also been used as evidence in the body of the report. The AQAA is a self assessment form that focuses on how well outcomes are being met for people using the service. It also gives us some numerical information about the service. The purpose of the visit was to assess what progress the home had made in meeting the requirements made in the last inspection report and the impact of any changes in the quality of life experienced by people living at the home. We have recently improved our practice when making requirements to improve national consistency. Some requirements from previous inspections may have been deleted or carried forward as recommendations, but only when it is considered that people that use the service 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. No requirements or recommendations have been made as a result of this inspection. Feedback was given to the manager at the end of the visit. What the service does well: The home is well managed and people that live and work at the home feel valued and enjoy a friendly and relaxed atmosphere. The home has an open door policy and encourages people to tell them what they think about the service. There are regular meetings arranged for people living at the home and there are quality assurance monitoring systems in place. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 6 The home has established close working relationships with other health care professional to make sure peoples health care needs are met and they have access to the full range of NHS services. Comments from people living at the home and/or their relatives included the following the home is always kept clean and tidy and the staff are kind, considerate and very friendly and all the staff work hard to make sure we are comfortable and the meals are well cooked and plentiful. 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 New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 7 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. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 8 DETAILS OF INSPECTOR 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) Scoring of Outcomes Statutory Requirements Identified During the Inspection New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 9 Choice of Home The intended outcomes for Standards 1 – 6 are: 1. 2. 3. 4. 5. 6. Prospective service users have the information they need to make an informed choice about where to live. Each service user has a written contract/ statement of terms and conditions with the home. No service user moves into the home without having had his/her needs assessed and been assured that these will be met. Service users and their representatives know that the home they enter will meet their needs. Prospective service users and their relatives and friends have an opportunity to visit and assess the quality, facilities and suitability of the home. Service users assessed and referred solely for intermediate care are helped to maximise their independence and return home. The Commission considers Standards 3 and 6 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 1, 3, 4, & 5 – Standard 6 is not applicable to this service. People using the 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 admission process is thorough and people will not be admitted unless staff are able to meet their needs. People are provided with good information about the service and are encouraged to visit and see the facilities at first hand before deciding if the home is right for them. EVIDENCE: The information provided about the service is good and helps people decide if the home can meet their needs. At the current time the information is only available in English but the manager confirmed that it would be made available in different languages and formats on request. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 10 Records show that peoples needs are always assessed before they move into Newline either in their own home or temporary place of residence. Needs identified during this pre-admission assessment visit form the basis for the initial care plan, which is completed on admission. People are invited to visit the home before admission to see at first hand the facilities provided, meet the staff and other people living there and stay for a meal if they wish to do so. People are also able to move in to the home for a trial period if they are still undecided. This is good practice and shows that people are supported through the admission process. The home tries not to admit people on an emergency basis however if this is unavoidable a full assessment of their needs is completed on the day of admission. Feedback from people shows that they feel the information they received about the home before admission was very good and the initial visit was helpful and informative. The relative of one person recently admitted said that she and her family had chosen the home because of its reputation for providing good quality care and facilities. She confirmed that she had not been disappointed with her choice and would have no hesitation in recommending the home to anyone considering respite or long-term care. Feedback from people also clearly shows that they feel there is a good mix of skills within the staff team and staff had a good understanding of their needs. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 11 Health and Personal Care The intended outcomes for Standards 7 – 11 are: 7. 8. 9. 10. 11. The service user’s health, personal and social care needs are set out in an individual plan of care. Service users’ health care needs are fully met. Service users, where appropriate, are responsible for their own medication, and are protected by the home’s policies and procedures for dealing with medicines. Service users feel they are treated with respect and their right to privacy is upheld. Service users are assured that at the time of their death, staff will treat them and their family with care, sensitivity and respect. The Commission considers Standards 7, 8, 9 and 10 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 7, 8, 9, & 10 People using the 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 health and personal care needs are met in a way that maintains their dignity but how this is achieved is not always clearly reflected in the care plans in place. EVIDENCE: Care plans are in place for all people living at the home and are initially generated from the information provided by the Social Services Care Management Team or the assessment of needs completed by the manager. Care plans are drawn up with the involvement of the person using the service and/or their relatives and form the basis for the care to be provided. The care plans we looked at were generally completed to a good standard although in some instances the information provided did not give clear guidance to staff on how to meet peoples needs. For example the care plan for New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 12 one person just stated needs assistance when bathing. It did not inform the staff how they were expected to do this, how the individual was to be encouraged to maintain their independence or how dignity and privacy was to be maintained. This matter was discussed with the manager who confirmed that she would review the plans and makes sure that they provided staff with the information they needed to carry out their roles effectively. Moving and handling and nutritional assessments are routinely carried out for all new admissions and risk assessments are completed where areas of potential risk to peoples general health and welfare are identified. All people living at the home are registered with a general practitioner and are supported in having access to the full range of NHS services. The manager confirmed that home has established good working relationships with other healthcare professionals and their input is clearly recorded in the documentation available. This shows that staff are seeking advice if they have concerns about peoples general health or well-being. People confirmed that they were happy with the care and support they received and said that staff always treated them with kindness and respect. Comments included we are very well cared for and the staff will do anything to help you and staff work very hard and are quick to get a doctor if I am feeling unwell. Feedback from relatives spoken with on the day of the visit shows that they are also pleased with the standard of care and facilities provided and were always kept informed of any significant changes in peoples general health. We reviewed the medication system in place and found that overall medicines are managed safely although a new controlled drug cabinet is required to meet current legislation. On discussing this matter with the manager she confirmed that a new cabinet was on order and would be installed as soon as possible. People living at the home can therefore be confident that medication is being stored and administered as prescribed. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 13 Daily Life and Social Activities The intended outcomes for Standards 12 - 15 are: 12. 13. 14. 15. Service users find the lifestyle experienced in the home matches their expectations and preferences, and satisfies their social, cultural, religious and recreational interests and needs. Service users maintain contact with family/ friends/ representatives and the local community as they wish. Service users are helped to exercise choice and control over their lives. Service users receive a wholesome appealing balanced diet in pleasing surroundings at times convenient to them. The Commission considers all of the above key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 12, 13, 14 & 15 People using the service experience adequate quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Some daily routines in place at the home do not promote people’s right to independence and choice. The home could provide more opportunities for people to participate in a wider range of appropriate social and leisure activities. EVIDENCE: The manager confirmed that people are encouraged to make choices and decisions about how they spend their time whilst living at the home. Peoples personal interests are recorded in their care plan and wherever possible they are supported by staff to follow their own daily routines. However, the survey questionnaires returned by two staff clearly indicate that at times some routines are done more for the benefit of staff than the people living at the home. Comments included “staff need to remember that people do have choices and should be allowed to go to bed and get up when they want to New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 14 and not when staff want them up, it all comes down to their choice.” This matter was discussed with the manager who confirmed that she would discuss the issues raised at the next staff meeting and make sure all staff are aware of the homes policy on promoting independence and choice. The home has recently appointed a part time activities co-ordinator who is responsible for organising in–house activities, entertainment and outings. For people that dont like to join in group activities time is made to engage with them on a one-to one basis. The majority of people told us that they were generally pleased with the level of activities and outings made available to them. However, the questionnaires returned by two people indicate that there is a lack or organised activities and the home could do more to provide a stimulating environment. Comments included “we need more going on, we just sit around the television and some of us can’t even see it, we have an hour of activities in the afternoon sometimes but that is it.” Information provided in the self-assessment form shows that the manager is aware of this matter and is currently looking to secure more funding to expand the current range of activities and outings on offer. The appointment of an activities co-ordinator should also improve the situation. The manager confirmed that people are encouraged to continue to attend their place of worship if they wished to do so and a local church group visits the home on a monthly basis. People spoken with said that they were able to see visitors in their own rooms if they wished to do so and family and friends were always made to feel welcome and offered light refreshments when they visited. During the course of the visit we had the opportunity to have lunch with people living at the home and the meal served was good both in quality and presentation. Tables were nicely set, the meal was unhurried and the atmosphere was relaxed. If people required prompting or assistance to eat their meals this was done discreetly by staff so they were not made to feel embarrassed. People spoken with confirmed that the food is always good and their preferences are taken in to account when menus are planned. Comments included there is always a good choice at meal times and the food is always well cooked and very tasty. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 15 Complaints and Protection The intended outcomes for Standards 16 - 18 are: 16. 17. 18. Service users and their relatives and friends are confident that their complaints will be listened to, taken seriously and acted upon. Service users’ legal rights are protected. Service users are protected from abuse. The Commission considers Standards 16 and 18 the key standards to be. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 16 & 18 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. There are suitable systems in place to make sure that complaints are dealt with appropriately and people are protected from abuse. EVIDENCE: There is a clear complaints procedure in place and information provided in the self assessment form shows that the home operates a zero tolerance approach when dealing with complaints and adult protection (safeguarding) issues. People living at the home said that they were aware of the complaints procedure and would have no problem at all in approaching the manager or registered provider if they had any concerns about the standard of care being provided. Information provided in the self assessment form shows that no complaints have been received from people living at the home, their relatives or other healthcare professionals in the last year. Adult protection policies and procedures are in place and training records provided by the manager show that all staff have received training in the recognition and reporting of allegations of abuse. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 16 Feedback from staff indicates that they are aware of the homes policy on whistle blowing and knew what to do if they suspected that people were being abused or working practices at the home were not in the best interest of the people living there New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 17 Environment The intended outcomes for Standards 19 – 26 are: 19. 20. 21. 22. 23. 24. 25. 26. Service users live in a safe, well-maintained environment. Service users have access to safe and comfortable indoor and outdoor communal facilities. Service users have sufficient and suitable lavatories and washing facilities. Service users have the specialist equipment they require to maximise their independence. Service users’ own rooms suit their needs. Service users live in safe, comfortable bedrooms with their own possessions around them. Service users live in safe, comfortable surroundings. The home is clean, pleasant and hygienic. The Commission considers Standards 19 and 26 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 19 & 26 People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Once the new extension has been built and the existing building refurbished the home will provide a pleasant and comfortable environment in which to live. EVIDENCE: Following a lengthy procedures the registered provider has recently received planning permission to extend the existing building to provide additional bedrooms and communal space. It is anticipated that work will commence in the near future and in addition to the new extension the existing part of the home will also be refurbished. When work is completed the home will be registered to care for twenty-eight people. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 18 Since the last inspection the bedroom accommodation has been redecorated and new soft furnishing purchased. The manager confirmed that people living at the home were involved in choosing the colour schemes for their own rooms and in choosing new curtains and bedding. Bedrooms are situated on both floors of the home and consist of both single and double rooms. There are no en-suite facilities in the existing rooms, however, once built the new extension will provide all single bedrooms with en-suite facilities. At present a stair lift is available to the bedrooms on the first floor to assist people with mobility problems, however, a passenger lift is due to be installed as part of the refurbishment programme. On the day of the visit the standard of hygiene and cleanliness throughout the home was good and no unpleasant odours were noted. Externally, the building is generally well maintained and even when the new extension is built there will still be good sized gardens and car parking areas available for people to use. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 19 Staffing The intended outcomes for Standards 27 – 30 are: 27. 28. 29. 30. Service users’ needs are met by the numbers and skill mix of staff. Service users are in safe hands at all times. Service users are supported and protected by the home’s recruitment policy and practices. Staff are trained and competent to do their jobs. The Commission consider all the above are key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): 27, 28, 29 & 30 People using the 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 provides staff with good training opportunities and makes sure that they are clear about their roles and responsibilities. EVIDENCE: The home has a thorough staff recruitment and selection procedure, which includes obtaining at least two written references and a Criminal Record Bureau (CRB) before new staff start work. This makes sure that only people suitable to work in the caring profession are employed. All staff are provided with a written job description, which outlines their roles and responsibilities and terms and conditions of employment. The staff rota showed that sufficient care staff are employed on day and night duty to meet peoples needs and the home has a stable staff team and a relatively low staff turnover, which helps to make sure people receive continuity of care. The manager is aware that following the completion of the new extension the staffing arrangements for both care and auxiliary staff will require reviewing to reflect the increased number of registered beds. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 20 The manager confirmed that all new staff receive induction training in line with the Skills for Care Common Induction Standards. These are nationally agreed induction standards designed to help new staff get the skills and knowledge they need to care for people. Following induction there is an expectation that staff will study for a National Vocational Qualification (NVQ) at level two or three above depending on the post they hold. Information provided in the self assessment form indicates that the majority of staff have achieved or are working toward a NVQ. This shows that the home is committed to making sure that people are cared for by skilled and experienced staff. Feedback from staff indicates that they are generally happy with the level and standard of training provided and were encouraged to take up training opportunities. Staff also felt that the training the receive helps them understand the individual needs of people living at the home and keeps them up to date with new ways of working. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 21 Management and Administration The intended outcomes for Standards 31 – 38 are: 31. 32. 33. 34. 35. 36. 37. 38. Service users live in a home which is run and managed by a person who is fit to be in charge, of good character and able to discharge his or her responsibilities fully. Service users benefit from the ethos, leadership and management approach of the home. The home is run in the best interests of service users. Service users are safeguarded by the accounting and financial procedures of the home. Service users’ financial interests are safeguarded. Staff are appropriately supervised. Service users’ rights and best interests are safeguarded by the home’s record keeping, policies and procedures. The health, safety and welfare of service users and staff are promoted and protected. The Commission considers Standards 31, 33, 35 and 38 the key standards to be inspected. This is what people staying in this care home experience: JUDGEMENT – we looked at outcomes for the following standard(s): People using the service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is well managed and the manager is quick to address matters raised by people living at the home and/or their relatives or highlighted through the inspection process. EVIDENCE: Mrs Wendy Selby is the registered manager of New Line Care Home. Mrs Selby has many years experience in the caring profession and has achieved a recognised management qualification. Mrs Selby has a positive attitude to the inspection process and during the course of the inspection showed a willingness to work with us to maintain and improve standards at the home. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 22 Feedback from staff and people living at the home shows that the manager is very approachable and operates an open door policy, which means that they are able to speak to her at any time if they have any concerns. Comments from people included the manager is very easy to talk to if you have a problem and the manager is very friendly and always makes sure we are being well cared for before she goes off duty. Staff also confirmed that they have one-to-one supervision with the manager on a regular basis and feel well supported by the senior care staff team. Comments included it is very easy to approach the manager with any problems and senior staff provide good leadership and we all work well as a team. Staff meetings are held to make sure there are clear channels of communication within the home. There is a range of quality assurance monitoring measures in place including sending out survey questionnaires to people using the service, their relatives. The questionnaires give people the opportunity to express their views of the service provided and are an important part of the quality assurance monitoring process. As part of the quality assurance monitoring process the registered provider also visits the home on a monthly basis and completes a written report on the conduct of the service. However, we found that although the provider was visiting the home, written reports were not always being completed. Following a discussion with the provider they confirmed that this matter would be addressed and reports would be available for inspection as required under Regulation 26 of the Care Homes Regulations 2001. The home does not hold money in safekeeping for anyone living there but invoices people for any services provided, which are not included in the fees. Information provided in the self-assessment form completed by the manager shows that policies and procedures are in place to make sure staff follow safe working practices and all equipment is serviced in line with manufacturers guidelines. People can therefore be sure that their health and safety is not being compromised. New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 23 SCORING OF OUTCOMES This page summarises the assessment of the extent to which the National Minimum Standards for Care Homes for Older People have been met and uses the following scale. The scale ranges from: 4 Standard Exceeded 2 Standard Almost Met (Commendable) (Minor Shortfalls) 3 Standard Met 1 Standard Not Met (No Shortfalls) (Major Shortfalls) “X” in the standard met box denotes standard not assessed on this occasion “N/A” in the standard met box denotes standard not applicable CHOICE OF HOME Standard No Score 1 2 3 4 5 6 ENVIRONMENT Standard No Score 19 20 21 22 23 24 25 26 3 X 4 3 3 N/A HEALTH AND PERSONAL CARE Standard No Score 7 3 8 4 9 3 10 3 11 X DAILY LIFE AND SOCIAL ACTIVITIES Standard No Score 12 2 13 3 14 2 15 3 COMPLAINTS AND PROTECTION Standard No Score 16 3 17 X 18 3 3 X X X X 3 X 3 STAFFING Standard No Score 27 3 28 3 29 3 30 3 MANAGEMENT AND ADMINISTRATION Standard No 31 32 33 34 35 36 37 38 Score 4 3 3 X 3 3 3 3 New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 24 Are there any outstanding requirements from the last inspection? NO STATUTORY REQUIREMENTS This section sets out the actions, which must be taken so that the registered person/s meets the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The Registered Provider(s) must comply with the given timescales. No. Standard Regulation Requirement Timescale for action RECOMMENDATIONS These recommendations relate to National Minimum Standards and are seen as good practice for the Registered Provider/s to consider carrying out. No. Refer to Standard Good Practice Recommendations New Line Residential Home DS0000001283.V376431.R01.S.doc Version 5.2 Page 25 Care Quality Commission Care Quality Commission Citygate Gallowgate Newcastle Upon Tyne NE1 4PA National Enquiry Line: 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. 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