Care Home: Parkside Nursing Home Ltd

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What the care home does well People who are considering moving into the home or their representatives are provided with helpful information about the service and what life is like in the home to enable them to decide if the home is suitable for them. They can be confident their needs will be assessed through admission and assessment processes and their health and personal care needs will be met. People who live in the home have their physical and personal care needs met. People are protected through the safe handling of medication. They enjoy the opportunity to take part in a range of activities. People are supported to maintain contact with friends and relatives and visitors are welcome in the home. People enjoy good home cooked food. People who live in the home are listened to and can be confident staff will understand and take appropriate action when they express unhappiness. Staff are trained in safeguarding to ensure people who live in the home protected from abuse. People who live in the home benefit from the comfortable and homely environment that is well equipped to meet the physical needs of the people who live there. They can be confident there is a suitably qualified and competent staff team who are trained to meet their care and nursing needs. Robust recruitment procedures protect people from harm. People who live in the home can be confident the home is managed in their best interests by a well qualified and experienced person who takes account of their views. The health and safety of people who live in the home is generally promoted. What has improved since the last inspection? The home is undergoing major refurbishment and many areas of the home have been improved since our last visit. Further refurbishment is planned. The registered person has identified all the improvements required and is working towards achieving good standards throughout the premises. People are now offered a range of activities and the activities organiser works from 9am to 1pm from Monday to Friday. There is now a handbasin in the sluice on the ground floor to minimise risk of infection. The home employs kitchen assistants and a laundry person to ensure care staff are freed up to focus on providing care for people who live in the home. What the care home could do better: Before people move into the home a thorough assessment should be carried out to include their spiritual and emotional needs, social interests, individual preferences and lifestyle choices taking account of equality and diversity. The home must ensure that each person`s care plan is person rather than task centred and provide clear guidance for staff on how to provide care and support for each person in line with their wishes and expectations. To ensure that each person`s individual care needs are met in a way that promotes their individuality and dignity.The home must ensure unnecessary risks to the health or safety of each person is identified and so far as possible eliminated. Including risks associated with the activities of daily life such as walking in the courtyard. toilets must be cleaned thoroughly to eliminate lime scale build up. People must be provided with opportunities to exercise choice and control over their own lives. Better planning is needed to ensure mealtimes offer choice in a way people can understand. A summary of all complaints must be maintained. Further improvements are needed to ensure the specific environmental needs of people who have dementia are met. Key inspection report Care homes for older people Name: Address: Parkside Nursing Home Ltd Park Road Banstead Surrey SM7 3DL     The quality rating for this care home is:   two star good service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Ruth Burnham     Date: 0 1 1 2 2 0 0 9 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 27 We review the quality of the service against outcomes from the National Minimum Standards (NMS). Those standards are written by the Department of Health for each type of care service. Copies of the National Minimum Standards – Care Homes for Older People can be found at www.dh.gov.uk or bought from The Stationery Office (TSO) PO Box 29, St Crispins, Duke Street, Norwich, NR3 1GN. Tel: 0870 600 5522. Online ordering from the Stationery Office is also available: www.tso.co.uk/bookshop The mission of the Care Quality Commission is to make care better for people by: • Regulating health and adult social care services to ensure quality and safety standards, drive improvement and stamp out bad practice • Protecting the rights of people who use services, particularly the most vulnerable and those detained under the Mental Health Act 1983 • Providing accessible, trustworthy information on the quality of care and services so people can make better decisions about their care and so that commissioners and providers of services can improve services. • Providing independent public accountability on how commissioners and providers of services are improving the quality of care and providing value for money. Reader Information Document Purpose Author Audience Further copies from Copyright Inspection report Care Quality Commission General public 0870 240 7535 (telephone order line) Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CQC copyright, with the title and date of publication of the document specified. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 27 Information about the care home Name of care home: Address: Parkside Nursing Home Ltd Park Road Banstead Surrey SM7 3DL 01737361518 01737361833 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): Parkside Nursing Home Ltd The registered provider is responsible for running the service care home 34 Name of registered manager (if applicable): Type of registration: Number of places registered: Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: The maximum number of service users to be accommodated is 34. The registered person may provide the following category/ies of service only: Care home only - (PC) to service users of the following gender: Either Whose primary care needs on admission to the home are within the following categories: Dementia (DE) Old age- not falling within any other category (OP). Date of last inspection Brief description of the care home Parkside is a large detached property that provides nursing care for up to thirty four people. The home is situated near to Banstead Village. Accommodation is provided on the Care Homes for Older People Page 4 of 27 Over 65 0 34 34 0 Brief description of the care home ground and first floor in mainly single rooms most with en-suite facilities, there is one double bedroom. There are also two self- contained mews apartments. A passenger lift provides access to the first floor. The home has a large, central lounge/ dining area, which is used for activities, as well as for serving meals. The home has a large garden and all areas have wheelchair access. There is ample parking available to the front of the home. The fees at the home range from 550.00 - 750.00 pounds per week. This information was provided on 1/12/2009. Care Homes for Older People Page 5 of 27 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: two star good service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This inspection of the Service was an unannounced Key Inspection. The inspection included a site visit. We arrived at the Service at 09.15 and were in the Service for six and a half hours during which time we spoke to and observed a number of people who live in the home. We spoke to staff, the person in charge and the provider. A number of documents were examined. The inspection took into account information provided by the provider since our last review of the service and any information that the Commission has received about the Service. The Home completed and returned to us their Annual Quality Assurance Assessment (AQAA) This contained all the information we asked for and we have used some of this information as part of this report. We asked the views of the people who live at the home and other people who have connection with the home. We dis not receive any responses to surveys in the time Care Homes for Older People Page 6 of 27 frame requested. We looked at how well the service is meeting the standards set by the government, we made judgements about the standard of the service. There are 4 required Developments at the end of this Report. The quality rating for this service is 2 star. This means the people who use this service experience good quality outcomes. Care Homes for Older People Page 7 of 27 What the care home does well: What has improved since the last inspection? What they could do better: Before people move into the home a thorough assessment should be carried out to include their spiritual and emotional needs, social interests, individual preferences and lifestyle choices taking account of equality and diversity. The home must ensure that each persons care plan is person rather than task centred and provide clear guidance for staff on how to provide care and support for each person in line with their wishes and expectations. To ensure that each persons individual care needs are met in a way that promotes their individuality and dignity. Care Homes for Older People Page 8 of 27 The home must ensure unnecessary risks to the health or safety of each person is identified and so far as possible eliminated. Including risks associated with the activities of daily life such as walking in the courtyard. toilets must be cleaned thoroughly to eliminate lime scale build up. People must be provided with opportunities to exercise choice and control over their own lives. Better planning is needed to ensure mealtimes offer choice in a way people can understand. A summary of all complaints must be maintained. Further improvements are needed to ensure the specific environmental needs of people who have dementia are met. If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 9 of 27 Details of our findings Contents Choice of home (standards 1 - 6) Health and personal care (standards 7 - 11) Daily life and social activities (standards 12 - 15) Complaints and protection (standards 16 - 18) Environment (standards 19 - 26) Staffing (standards 27 - 30) Management and administration (standards 31 - 38) Outstanding statutory requirements Requirements and recommendations from this inspection Care Homes for Older People Page 10 of 27 Choice of home These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People are confident that the care home can support them. This is because there is an accurate assessment of their needs that they, or people close to them, have been involved in. This tells the home all about them and the support they need. People who stay at the home only for intermediate care, have a clear assessment that includes a plan on what they hope for and want to achieve when they return home. People can decide whether the care home can meet their support and accommodation needs. This is because they, or people close to them, have been able to visit the home and have got full, clear, accurate and up to date information about the home. If they decide to stay in the home they know about their rights and responsibilities because there is an easy to understand contract or statement of terms and conditions between them and the care home that includes how much they will pay and what the home provides for the money. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who are considering moving into the home or their representatives are provided with helpful information about the service and what life is like in the home to enable them to decide if the home is suitable for them. People who are considering moving into the home can be confident their needs will be assessed through admission and assessment processes and their health and personal care needs will be met. Evidence: People who are considering moving into the home or their representatives are provided with helpful information in the Statement of Purpose and Service User Guide to enable them to understand what life in the home is like and what services they can expect to receive. People have their needs assessed before they move into the home to ensure their Care Homes for Older People Page 11 of 27 Evidence: needs are understood. A through assessment is carried out of peoples physical, health and personal care needs before they move in to ensure the service will be suitable for them. The home has a policy and procedure on admission to the home. We reviewed a random sample of four peoples individual files which showed that pre admission assessments are being carried out. Assessments seen do not currently include sufficient information about peoples background and social histories, interests and lifestyle preferences or emotional, social and spiritual needs. The manager and staff are being trained to take a more person centred approach to ensure these needs are assessed and issues relating to equality and diversity are more clearly identified. Care Homes for Older People Page 12 of 27 Health and personal care These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People’s health, personal and social care needs are met. The home has a plan of care that the person, or someone close to them, has been involved in making. If they take medicine, they manage it themselves if they can. If they cannot manage their medicine, the care home supports them with it, in a safe way. People’s right to privacy is respected and the support they get from staff is given in a way that maintains their dignity. If people are approaching the end of their life, the care home will respect their choices and help them feel comfortable and secure. They, and people close to them, are reassured that their death will be handled with sensitivity, dignity and respect, and take account of their spiritual and cultural wishes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home have their physical and personal care needs met. A more person centred approach to care planning is being introduced to ensure peoples emotional, spiritual and social needs and preferences are understood and can be met. Risk management systems protect people from harm, some expansion to individual risk assessments is needed to ensure all risks to the people who live in the home are identified and minimised. People are protected through the safe handling of medication. Evidence: People who we spoke to during our visit were largely satisfied with the care and support provided. People who live in the home have a plan of care. Reviews take place regularly to monitor changing circumstances. All of the four care plans seen had been reviewed each month. Individual risk assessments were seen in each file, some expansion is needed to ensure all risks in relation to day to day activities are identified and clear guidance is provided to staff on how to minimise these risks. For example where residents walk in the courtyard a risk assessment should be in place which takes account of the risk to health and safety due to the uneven paving slabs in this Care Homes for Older People Page 13 of 27 Evidence: area. Daily records are kept for each person who lives in the home. Lack of information gathered in the assessment process means people may not have their social, emotional and spiritual needs met. Four care plans were sampled. These are adequate for health and personal care needs although they are not person centred. There is limited guidance and information to enable staff to meet peoples emotional, spiritual and social needs or preferences. The manager and provider told us that training is taking place in a more person centred approach to care planning which they intend to implement as soon as possible. Discussions with staff and the manager show that, whilst documentation needs some improvement, they are knowledgeable about each individual residents and understand their social, emotional and spiritual needs and know how to meet them. A number of people who live in the home are experiencing dementia. The service is able to demonstrate some knowledge of social care issues relevant to these peoples individual needs. However none of the care plans seen contained information about the persons social history,lifestyle choices, interests and preferences to enable staff to provide person centred care to these residents or interact with them in a meaningful way. Improvements are also needed in the environment to ensure that the wellbeing of people who have dementia is further promoted. There is currently very little signage in the home to help people to find their way around or recognise their own rooms. The home has begun to address this through varying the colour of walls in different areas of the home it is still difficult for people who have dementia to locate their own rooms or toilets as the doors all look the same. The manager said there are plans to provide clear signage throughout the home. Staff were observed providing care and support throughout our visit. Staff were careful to preserve peoples dignity and interaction between staff and residents was respectful and friendly. People who live in the home can be confident there are sufficient qualified nursing staff in the home to meet their health care needs and people are supported to access a variety of health care services such as dentists, opticians, chiropody and the local GP. The manager told us there are good links with the local hospice. People are protected through the safe handling of medication. Medication is stored securely when not in use and administered by trained staff. Records seen were in good order. Care Homes for Older People Page 14 of 27 Daily life and social activities These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: Each person is treated as an individual and the care home is responsive to his or her race, culture, religion, age, disability, gender and sexual orientation. They are part of their local community. The care home supports people to follow personal interests and activities. People are able to keep in touch with family, friends and representatives. They are as independent as they can be, lead their chosen lifestyle and have the opportunity to make the most of their abilities. People have nutritious and attractive meals and snacks, at a time and place to suit them. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home enjoy the opportunity to take part in a range of activities. People are supported to maintain contact with friends and relatives and visitors are welcome in the home. People enjoy good home cooked food, some adjustments are needed to ensure people have more choice of food and drinks. Evidence: People who live in the home are provided with a range of activities including quizzes, DVDs, gentle exercise and in house entertainment. During our visit some people were reading the newspaper or looking at magazines. A local minister of religion visited the home in the morning and conducted a short service in the lounge. An activities organiser now works in the home every weekday morning to provide recreational activities for the people who live in the home and there are plans to tailor these activities more to the individual interests and preferences of people who live in the home. Whilst care plans do not currently provide sufficient information or guidance for staff to promote choice and autonomy, the manager is aware of the need to improve care planning as stated in the previous section of this report to ensure staff have all the information they need about peoples interests and lifestyle choices to meet peoples social and recreational needs. Care Homes for Older People Page 15 of 27 Evidence: There are no restrictions on visitors to the home and people are supported to maintain contact with family and friends. People who live in the home enjoy good home cooked food. The lounge and dining areas are open plan, bright and comfortable providing a pleasant environment for people to enjoy their meals. A tea trolley was brought into the lounge at 11 am. Some people were given biscuits in the saucer with their cup of tea but no one was offered any choice. At lunchtime a number of people needed assistance to eat their meal, this was provided discreetly. No one was offered any choice of food at lunchtime, the meals were plated up by staff from a serving trolley giving people no control over portion size or content. The menu stated that there was a choice of chicken or fish but no fish was cooked. This was drawn to the attention of the manager and provider who agreed that more opportunity for choice was needed. They told us they would look at the way meals, snacks and drinks are provided to ensure people have more opportunity to exercise choice in future. Care Homes for Older People Page 16 of 27 Complaints and protection These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: If people have concerns with their care, they or people close to them know how to complain. Any concern is looked into and action taken to put things right. The care home safeguards people from abuse and neglect and takes action to follow up any allegations. People’s legal rights are protected, including being able to vote in elections. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home are listened to and can be confident staff will understand and take appropriate action when they express unhappiness. Staff are trained in safeguarding to ensure people who live in the home protected from abuse. Evidence: People who live in the home are listened to and know who to talk to if they are unhappy about anything. There is a complaints procedure, the manager tells us they plan to provide this in different formats in the future to ensure everyone can understand it. Records are maintained of all formal complaints. The manager was advised of the need to maintain a summary of all complaints as required in the Regulations. People who live in the home are protected form abuse. Staff are trained in safeguarding and all staff are checked through the Criminal Records Bureau before they start working in the home. A safeguarding incident is currently being investigated through the Surrey County Council Safeguarding procedures, this has not yet been concluded. The manager told us of the action taken to ensure the continued safety and wellbeing of the individual concerned. Care Homes for Older People Page 17 of 27 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience adequate 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 benefit from the comfortable and homely environment that is well equipped to meet the physical needs of the people who live there. Further improvements are planned to ensure the specific environmental needs of people who have dementia are met and to ensure everyone in the home is protected from risks to their health and safety. Evidence: People who live in the home enjoy the comfortable and homely accommodation. A programme of refurbishment is underway to bring all areas of the home up to a reasonable standard. Further work is planned to improve some bathrooms and toilets which are not currently in a good state of decoration or repair. The layout of the home is suitable for its stated purpose to provide care for older people. The provider tells us he plans to make adaptations to promote their wellbeing of people who have dementia and other specialist needs by providing appropriate signage to enable people to find their way around the home. There is a well equipped kitchen and laundry. All areas of the home were clean and tidy with the exception of some bathrooms and toilets. A number of toilets were badly stained due to a build up of lime scale. The provider agreed to ensure all toilets were thoroughly cleaned to protect people from risk of infection. It was also agreed that the Care Homes for Older People Page 18 of 27 Evidence: uneven surface in the courtyard would be repaired to ensure people are safe from risk of falling in this area. Care Homes for Older People Page 19 of 27 Staffing These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have safe and appropriate support as there are enough competent staff on duty at all times. They have confidence in the staff at the home because checks have been done to make sure that they are suitable to care for them. Their needs are met and they are cared for by staff who get the relevant training and support from their managers. There are no additional outcomes. This is what people staying in this care home experience: Judgement: People using this service experience good 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 can be confident there is a suitably qualified and competent staff team who are trained to meet their care and nursing needs. Robust recruitment procedures protect people from harm. Evidence: People who live in the home are cared for by a caring and well qualified staff team. There are qualified nurses on duty at all times supported by a team of care staff. Observations throughout the day showed that staff are supportive and friendly. however, at times when people were moved with the assistance of staff and equipment some staff are task focused, they did not talk to the people they were moving or provide reassurance or explanation of what they were about to do. They provided physical support efficiently but without taking account of peoples emotional wellbeing. This was drawn to the attention of the manager who told us she would reinforce training in this area with the staff concerned. People who live in the home can be confident there are sufficient numbers of staff on duty to meet their needs. People are protected from harm through robust recruitment procedures. Four staff files were examined and two staff were interviewed in private. Staff files contained all Care Homes for Older People Page 20 of 27 Evidence: the required documentation to show that rigorous checks are carried out before staff are appointed. People who live in the home can be confident staff are well trained to carry out their roles. Training records seen show that the majority of staff are trained in infection control. basic food hygiene, first aid, fire safety, health and safety and moving and handling. Further training is planned for new staff who also undergo a thorough induction training before they begin to work with residents. The manager also told us staff receive training in specialist topics such as how to care for people who have dementia, visual and hearing impairment. There are regular staff meetings and formal supervision sessions are arranged for all staff. Care Homes for Older People Page 21 of 27 Management and administration These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People have confidence in the care home because it is led and managed appropriately. People control their own money and choose how they spend it. If they or someone close to them cannot manage their money, it is managed by the care home in their best interests. The environment is safe for people and staff because appropriate health and safety practices are carried out. People get the right support from the care home because the manager runs it appropriately with an open approach that makes them feel valued and respected. The people staying at the home are safeguarded because it follows clear financial and accounting procedures, keeps records appropriately and ensures their staff understand the way things should be done. They get the right care because the staff are supervised and supported by their managers. This is what people staying in this care home experience: Judgement: People using this service experience good quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. People who live in the home can be confident the home is managed in their best interests by a well qualified and experienced person who takes account of their views. The health and safety of people who live in the home is generally promoted, the provider agreed to ensure environmental risk assessments are up to date and effective in identifying all risks. Evidence: People who live in the home can be confident the home is being managed by a suitably qualified and competent person. The manager completed the Annual Quality Assurance Assessment which contained all the information we asked for and shows a commitment to running the home in the best interests of the people who live there, taking account of their views. The provider and manager are aware of where improvement is needed and have made plans for this. Quality Assurance systems in the home include regular residents and relatives meetings and customer satisfaction questionnaires. Recommendations made following Care Homes for Older People Page 22 of 27 Evidence: our last inspection have all been implemented. People who live in the home are protected through safe working practices. Regular safety checks are carried out on all equipment and installations. Environmental risk assessments need updating and expansion to include all environmental risks to people who live in the home to ensure their health and safety is promoted. See previous section re courtyard and toilets. Care Homes for Older People Page 23 of 27 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 24 of 27 Requirements and recommendations from this inspection: Immediate requirements: These are immediate requirements that were set on the day we visited this care home. The registered person had to meet these within 48 hours. No. Standard Regulation Requirement Timescale for action Statutory requirements These requirements set out what the registered person must do to meet the Care Standards Act 2000, Care Homes Regulations 2001 and the National Minimum Standards. The registered person(s) must do this within the timescales we have set. No. Standard Regulation Requirement Timescale for action 1 7 13 The home must ensure unnecessary risks to the health or safety of service users are identified and so far as possible eliminated. Including risks associated with the activities of daily life. To ensure the safety and comfort of people who live in the home. 31/01/2010 2 12 12 The home must take into 31/01/2010 account peoples wishes and feelings and conduct the home so as to maximise their capacity to exercise personal autonomy and choice in all aspects of their lives by ascertaining and taking account of their views and presenting lifestyle choices in a way in which everyone including people with dementia can understand. Care Homes for Older People Page 25 of 27 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 To ensure people have as much control over their own lives as possible. 3 16 22 The registered person must maintain a summary of all complaints. To ensure a record is kept and action taken on all complaints, formal and informal. 4 26 13 The home must ensure all areas of the home are safe and maintained up to date environmental risk assessments. maintain To ensure people are safe from harm and infection. 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 31/01/2010 31/01/2010 1 3 The assessment should cover peoples social interests, preferences and lifestyle choices, emotional and spiritual needs. Care Homes for Older People Page 26 of 27 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. 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