Care Home: Oaklands Rest Home

What the care home does well People who use the service felt they were able to make decisions about how they spent their time. They were able to spend time in their rooms, have their meals where they chose and join in activities if they wanted to. People who use the service said: `What I like most about this place is I`ve got a little room I can go to upstairs and shut the door.` `I can open the doors (in my room) and walk outside.` `I like to go for a walk in the afternoon.` The service provides a comfortable, homely environment. People who use the service were seen to have good relationship with the staff. Routines are relaxed and staff encouraged to spend time talking with people who use the service and playing games with them. People who use the service are encouraged to do as much for themselves as they can. Care plans identify what they can do as well as what help they need. Staff felt they were expected to give people the time they needed to do things for themselves. Staff showed they had a good understanding of the individual needs of the people they supported. One health care professional commented `Staff seem to know the residents well and are always very friendly, considerate and caring towards them.` People who use the service said they liked the food provided and felt they were able to make choices about what they eat. One person commented `I think the food is nice,` whilst another said she was always able to choose what she had for the main meal. What has improved since the last inspection? The renovation programme has continued to improve the environment to the benefit of people who use the service. A new wing has been added with new en suite bedrooms. The number of places has not increased but all bedrooms are now offered as singles. A new bathroom has also been added with a walk in bath. A system for monitoring staff training has been introduced, so the registered manager can identify and arrange refresher training for all staff. What the care home could do better: The AQAA identified what improvements the service wants to make. This includes developing the residents` meetings so everyone is able to give their views about what they would like provided. A secure sensory garden is planned as part of the renovation, so that everyone will be able to use the gardens without risk. The service predominantly provides care to people who have a degree of dementia. The activities programme needs to be developed to make sure people who have dementia are offered activities that meet their specific needs. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Oaklands Rest Home Veals Lane Marchwood Southampton Hampshire SO40 4WW     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home, agency or scheme is meeting the needs of the people who use it. We give a quality rating following a full assessment of the service. We call this a ‘key’ inspection. Lead inspector: Patricia Trim     Date: 0 8 0 4 2 0 0 9 This is a report of an inspection where we looked at how well this care home is meeting the needs of people who use it. 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. 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 Commission for Social Care Inspection aims to: • • • • Put the people who use social care first Improve services and stamp out bad practice Be an expert voice on social care Practise what we preach in our own organisation Our duty to regulate social care services is set out in the Care Standards Act 2000. Care Homes for Older People Page 2 of 28 Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report CSCI General public 0870 240 7535 (telephone order line) Copyright © (2009) Commission for Social Care Inspection (CSCI). 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 CSCI 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 28 Information about the care home Name of care home: Address: Oaklands Rest Home Veals Lane Marchwood Southampton Hampshire SO40 4WW 02380845759 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Type of registration: Number of places registered: Conditions of registration: Category(ies) : manager@oaklandsresthome.co.uk Marlacourt Ltd care home 17 Number of places (if applicable): Under 65 Over 65 17 dementia Additional conditions: 0 The maximum number of service users who can be accommodated is: 17 The registered person may provide the following category of service only: Care home only - Code PC to service users of the following gender: either, whose primary care needs on admission to the home are within the following category: dementia - Code DE. Date of last inspection Brief description of the care home Oaklands Rest home provides care and accommodation to 17 older people who may have dementia. It is owned and managed by Marlacourt Limited. The home is a detached house on the edge of the New Forest. It is close to public transport links, shops and churches and it is a short walk to the nearby town of Marchwood. There are large grounds, with a patio area, fishpond, large lawns and parking at the front of the house. Accommodation is provided in single rooms, the majority of which have en suite facilities. There are two sitting rooms at the front of the house, a large dining room Care Homes for Older People Page 4 of 28 Brief description of the care home and kitchen and laundry facilities on site. The current fees for the home are 450.00 pounds to 525.00 pounds per week, depending on care needs and accommodation. Hairdressing, toiletries, chiropody and newspapers are not included and are billed separately. 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 information used to write this report was obtained in the following ways. We looked to see if we had received any complaints about the home and found there had been none. We also looked at any information the home had given us about what might have happened since we visited. We used some of the information the provider gave us about the home in a form called the Annual Quality Assurance Assessment (AQAA). This is a form the home has to fill out every year to tell us what they are doing to make sure the home gives the people who have used the service the care that they want. Care Homes for Older People Page 6 of 28 We also used information we received from surveys. We sent surveys to six people who use the service to ask what they thought about it. We received four surveys back. We also sent three surveys to health care professionals and received one back. We sent five staff surveys to the home and asked them to give them to staff. We received three surveys back. A five and a half hour visit was made to the home by one inspector to carry out a key unannounced inspection. During the visit some time was spent talking with five of the people who use the service to get their views about it. Some people in the home have limited verbal communication, so time was also spent observing staff practice and the interactions between people who use the service and staff. There was also an opportunity to get the views of two members of staff who worked in the home. Some time was also spent discussing the providers plans for the home and looking at the environment. A random selection of documents was viewed. Three people who use the service were case tracked. This means their records were looked at to see how the provider identified their needs and made sure they were met. 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 Care Homes for Older People Page 8 of 28 following this report, you can contact them using the details set out 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 good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who wish to use the service have enough information to enable them to make an informed choice about whether to move in. Comprehensive assessments, completed before the person moves into the home, ensures people may be confident they will only be offered a place if their identified needs can be met. Evidence: The AQAA recorded that everyone wishing to move into the home had to have an assessment of need, completed prior to admission. The service user guide explained people would only be offered a permanent place if the home could meet their identified needs and if they were compatible with the people already living there. The files of three people, currently living in the home were viewed. Two of these contained a detailed assessment of their abilities and needs, completed before they moved into the home. The third person had initially moved into the home for a short Care Homes for Older People Page 11 of 28 Evidence: stay. This person had an assessment completed that summarised their needs and any associated risks. The person had gone into hospital and had just returned to the home to stay on a permanent basis. The risk assessments had been reviewed and amended prior to the persons re-admission and a more detailed assessment was being completed. People who use the service felt they had been involved in choosing to move in. One person commented they had looked at several places before deciding on Oaklands, whilst another had been able to look round the home before moving in. 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. Detailed care plans and risk assessments enable people who use the service to receive the care they need in the way they like it. People who use the service have their health care needs monitored and met. Staff have the training and guidance they need to enable them to manage medication safely. Evidence: Each person who uses the service has a care plan based on the information gathered during the assessment process. Three care plans were viewed. Each plan identified what the person could do for themselves and what help they needed. For example, one plan recorded the person could usually dress independently but might need help with dressing their top half. Staff were told to ask if the person required any help. Plans also identified each persons preferred routine. For example, whether they liked to get washed and dressed before or after breakfast. A range of monitoring tools was used to review the assessment on a monthly basis. If the review showed the persons needs had changed care plans were amended to Care Homes for Older People Page 13 of 28 Evidence: reflect these changes. Where adult services had been involved in helping the person move to Oaklands, care management reviews had been completed to monitor whether the placement was satisfactory to everyone concerned. The AQAA recorded the registered manager wanted key workers to help people who use the service identify their own wishes and goals. He explained he wanted people who use the service and their families to be more involved in planning how needs should be met. It was suggested he look at ways of supporting people who have dementia to maintain their life skills. People who use the service had support with their health care needs from a wide range of health care professionals. One person had been enabled to stay at the home during their illness by receiving nursing support from the hospice service. Several people were being visited regularly by the community mental health team and the registered manager felt they had a good working relationship with the team. People were seen receiving support from the primary health care team. One health care professional commented that the service usually sought advice and acted upon it to improve health care. Feedback from four people who use the service felt they could see their doctor when they needed to. Staff were seen calling for a doctors visit as they were concerned about the health of one person. Initial assessments identified whether someone already had a chiropodist and appointments were made to see one if they did not. Staff said they received training in respect of the safe administration of medication and only those assessed as competent are able to dispense medication. The AQAA recorded the registered manager wanted to develop better links with the pharmacist that would include giving further training to staff. A member of staff was observed giving out medication at lunchtime. She followed best practice guidance, giving each person their tablets with a drink before signing the record to show it had been given. People who were prescribed pain relief to be taken when required were regularly asked if they needed any. The records for the three people being case tracked were viewed and found to have been completed correctly, having been signed only for the medication already dispensed. The majority of medication is supplied in a monitored dosage system. This is checked on receipt and a record signed to show it was correct. A record is also kept of any unused medication returned to the pharmacist. Records are kept of medication not in the monitored dosage system, for example, that sent in with someone coming for a short stay. Care Homes for Older People Page 14 of 28 Evidence: People who use the service felt staff treated them with respect. Comments from surveys showed they thought staff listened to what they said and did as they asked. Care plans recorded each persons preferred form of address and staff were heard calling them by these names. Staff were seen knocking on bedroom doors and waiting for permission to be given for them to enter. Care plans also recorded whether people needed special equipment to enable them to manage their own care. Staff were seen giving support in ways that promoted dignity and at the persons own pace. 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. People who use the service are able to make choices about how they spend their day. They are offered activities that provide mental stimulation and they enjoy and a choice of meals that they like. Evidence: People who use the service think they are able to make choices about how they spend their time. Care plans record peoples preferences about when they get up, go to bed and where they choose to have their meals. At 9 a.m. some people were having breakfast in the dining room or in their rooms, whilst others were still asleep. During the day, people spent time in their rooms or in the lounges and dining rooms. Some people liked to walk in the garden. Comments made by people who use the service included:- What I like most about this place is Ive got a little room I can go upstairs to and shut the door. Another person said they liked the fact I can open the doors in my room and walk outside. The service tries to offer activities during the afternoon, such as bingo, quizzes, games and remiscence. The registered manager said some people like to help staff in the Care Homes for Older People Page 16 of 28 Evidence: kitchen or with house work and risk assessments are used to make sure they can do this safely. People who use the service felt they were offered activities, but said they also liked to make their own entertainment, reading, watching television or chatting. The AQAA recorded the service wanted to arrange trips out and more entertainers to visit the home as these had been requested at the last residents meetings. Many of the people living at Oaklands have some degree of dementia. The registered manager had identified the need to develop an activities programme that meets their needs as a priority for the next 12 months and will be looking at what can be provided. He also said there are plans to develop the garden to make it more safe for people who have dementia. Visitors arrived at the home throughout the day. Those spoken with felt they were always made welcome and could be involved in supporting the person who used the service. They thought communication was good. The registered manager said he was trying to form a relatives committee that would enable families to be involved in the development of the service. Recent events involving family and friends included a barbeque, firework party and Christmas party. An electronic photo frame had been purchased so families could see various activities enjoyed by the people who use the service. People who use the service said how much they liked the food provided. One person commented I think the food is nice. A recent quality review completed by the providers showed 97.9 of people were happy with the food provided. The daily menu is displayed in the dining room and people asked which of the two choices they would like for their main meal. On the day of the visit the main meal comprised roast lamb with roast potatoes, cabbage and carrots, or fish in parsley sauce. Pudding was yoghurt and whipped cream. The home has a four week menu plan. The registered manager said this reflected a balanced diet and included meals chosen by the people who use the service. No-one currently living in the home has any special dietary needs, but the cook confirmed she was able to provide any meals required. 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 who use the service have the information they need to be able to make complaints and are confident their concerns will be investigated. Staff have guidance on how to identify and report any allegations made under safeguarding. Evidence: The service user guide gave people information about how to make complaints and people had a copy of this in their rooms. It was noted the print was quite small and it was suggested the registered manager consider having a large print version available. It was also suggested a simplified version might be made available so that everyone could have the information in a way they could understand it. Feedback from four survey forms showed people knew how to make complaints. People who use the service felt confident they could tell staff if they were not happy and that staff would take action to put things right. The AQAA recorded the service had received four complaints since our last visit. The records showed these complaints had been investigated and the complainants informed of the outcome. Two staff spoken with were able to demonstrate they knew what action they would need to take to ensure people were protected against the risk of abuse. All staff were required to sign to confirm they had read the safeguarding policy and procedure and records showed they had training and regular refresher training about safeguarding. Care Homes for Older People Page 18 of 28 Evidence: The registered manager had recently demonstrated his knowledge of the safeguarding procedure by making a referral to adult services. Care Homes for Older People Page 19 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. An extensive renovation programme is enabling the registered persons to provide people who use the service with an environment that is clean, comfortable, safe and that meets their needs. Infection control measures in the home protect people who use the service from the risk of infection. Evidence: People who use the service said they liked the homely environment and thought the registered persons were spending time and money improving it. Since the last visit to the home additional bedrooms have been added on the ground floor, so that all rooms provided are now single. The new rooms have their own en suite facilities. The new wing also has a bathroom with a walk in bath. The upstairs bathroom has been renovated and now has a walk in shower. The registered manager confirmed the remaining ground floor bathroom would be renovated in the next phase of the programme. A survey received from a health care professional commented that the carpets in the Care Homes for Older People Page 20 of 28 Evidence: hall, lounges and dining room was very stained and shabby. The AQAA stated that these were going to be replaced and the registered manager confirmed new carpets for these areas had now been ordered. People who use the service commented how much they liked being able to go out into the garden. The registered persons have cleared the gardens, made outbuildings safe and fenced round the pond to make the area safe for the people who use the service. The registered manager said the next phase of renovation included providing a secure sensory garden so everyone could use it whenever they wished. People who use the service felt the home was usually kept clean and at the time of the visit there were no unpleasant odours. The registered manager said the home employed a cleaner and had a cleaning schedule to make sure all areas of the environment were regularly cleaned. The registered manager explained plans have been submitted to build more bedrooms. The new build includes the provision of a new laundry. The current laundry has washing machines and dryers that are able to manage the current amount of laundry, including disinfecting soiled linen. Staff were seen dealing safely with soiled linen, following the homes procedure and using disposable gloves and aprons as necessary. The AQAA recorded that staff had training on infection control and training records confirmed this. Care Homes for Older People Page 21 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 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 well trained staff in sufficient numbers to meet the needs of people who use the service. A robust employment procedure minimises the risk to people who use the service. Evidence: People who use the service said they felt staff were always or usually available to give help when needed and staff were observed quickly answering calls for assistance. Feedback from staff surveys showed they felt they were encouraged to give people who use the service time to do things for themselves. Things they thought the home did well included: encourages staff to give residents as much choice as possible, encouraging their independence with a homely environment. the home is a very nice one to work in the proprietors well go out of their way to help the clients and staff in any way. Since the last visit the registered persons have encouraged staff to complete National Vocational Qualification (NVQ) training. Four staff have completed it and 75 of the remaining staff are working towards it. Some staff have completed level 2 and are Care Homes for Older People Page 22 of 28 Evidence: working towards level 3. Staff said they felt they were supported to complete training to help them develop their skills. The service has a robust employment procedure and staff files evidenced it was followed when recruiting new staff. Two staff files were seen that contained evidence all the required checks such as Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) were completed before staff started working in the home. Feedback from staff surveys showed they thought the recruitment procedure was thorough and fair. The registered manager had put a training matrix in place to enable him to monitor staff training needs. Training records showed that staff received mandatory training such as food hygiene and moving and handling, as well as service specific training such as dementia care. The majority of training was delivered in house, with regular refresher training. External training is also arranged. Staff felt they had the training they needed to enable them to support people who use the service. Training needs are also monitored through regular supervision. Records showed staff received regular supervision and staff confirmed they used supervision to review practice, discuss issues and identify training needs. Care Homes for Older People Page 23 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 and run for the benefit of the people who use the service. Satisfactory systems are in place that monitor services and equipment and minimise the risk of injury to people who use the service. Evidence: The registered manager is currently completing his registered managers award. People who use the service felt he was easy to talk to and visitors to the home said he was always available for them to speak with. People who use the service have plenty of opportunity to give feedback about the service they receive. They have regular reviews, residents meetings and are invited to complete questionnaires. Families are also asked for their views. The results of the questionnaires are analysed by the registered manager who gives feedback at the quarterly directors meeting. One recent change to service provision, Care Homes for Older People Page 24 of 28 Evidence: resulting from the questionnaires, has been a new menu plan that includes peoples preferences. The registered manager is also trying to arrange more entertainers coming to the home and is going to arrange some trips out. Service provision is regularly monitored by one of the directors, visiting on a monthly basis. A written report of the visit is given to the registered manager, which identifies any areas of concern or actions required. Each visit includes time spent talking to people who use the service to gain their views about the care they receive. The registered manager said the service could look after small sums of money on behalf of people who used the service if they wished. At present only one person needed this support. A record was kept of any income and expenditure, together with receipts. The record was regularly checked and required two signatures for any money received or taken out. Staff training is monitored to make sure all staff are up to date in respect of mandatory training such as food hygiene, manual handling and infection control. The files of people who use the service showed that a record is kept of any injuries and that relevant agencies are notified of accidents as necessary. The AQAA gave information about the servicing of equipment and services in the home. A range of certificates and service agreements were viewed that evidenced the dates given were correct and confirmed equipment and services were regularly maintained. Care Homes for Older People Page 25 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 26 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 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 or Textphone: or 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) Commission for Social Care Inspection (CSCI). 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 CSCI 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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