Care Home: Primrose Court

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What the care home does well The home is well managed and run in the best interests of the people who live there. People said they are delighted with the home. They said the staff are very good and nothing is too much trouble. One person said `They can`t do enough for you.` One visiting professional said `I feel it is an excellent care home. Very well run.` Another said the staff give `Excellent individual personal care provided with courtesy, professionalism and dignity.` One family member said they are very happy with the care and support their relative receives. One person said they are very happy and comfortable and `...could not be better looked after.` The staff confirmed that there is a good working environment, where the needs and wishes of the people who live at Primrose Court are the priority. One member of staff said `It is a pleasure to go to work.` The people who live at the home said they are happy. They enjoy the activities and said the staff do what people want in the way people prefer. The pre-admission assessments are thorough and make sure the home can meet people`s needs. The staff understand the needs and preferences of all the people who live at the home. People`s health is looked after and the staff have the skills and experience they need to do this. Everyone said that staff listen to them, and act on what they say. Everyone said that visitors are always welcomed. The medicines administration procedures are safe and accurate. There is good and friendly interaction between the people who live at the home and the staff. There are enough staff on duty to make sure they have time to spend with people in conversation, as well as supporting people to take part in individual and group activities. People said they enjoy their meals and there is an excellent choice of dishes. People are offered drinks throughout the day. The cook is aware of people`s dietary needs and preferences. The kitchen and the rest of the house is clean, safe and well maintained. The complaints and adult protection systems work well and people said they feel safe and know what to do if they have a concern. What has improved since the last inspection? All the requirements we made at the last key inspection have been met.The care plans have been improved and they all contain enough clear information to guide staff in how to care for and support each person. This lounge/dining room has a very large window area, covering most of one long wall. This has recently been double glazed and we were told that the room is now more comfortable than before. The staff have received `End of Life` training, to help them support people during this stage of their life. Documents have been signed, where needed. What the care home could do better: There are no requirements or good practice recommendations arising from this inspection. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Primrose Court Orchard Way, Off Oxford Road Guiseley Leeds West Yorkshire LS20 9EP     The quality rating for this care home is:   three star excellent 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: Liz Cuddington     Date: 1 2 0 2 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: Primrose Court Orchard Way, Off Oxford Road Guiseley Leeds West Yorkshire LS20 9EP 01943875690 01943871637 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) : Anchor Trust care home 32 Number of places (if applicable): Under 65 Over 65 32 old age, not falling within any other category Additional conditions: Date of last inspection Brief description of the care home 0 Anchor Trust, a registered charity, owns Primrose Court. Mrs Catherine Drapier manages it on their behalf. The care home provides accommodation and care for up to thirty-two people. The home is on three floors. A passenger lift ensures all floors are accessible to everyone. Primrose Court is situated alongside other housing, which provides sheltered accommodation for older people. These properties have no connection with the home. The care home is well served by public transport and there is a railway station nearby. If there are vacancies, the manager will consider offering short stay accommodation. All the bedrooms are single rooms. There is a large lounge on the ground floor, half of which is used as the dining area. People can eat their meals in their bedrooms if they wish. Care Homes for Older People Page 4 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: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: The quality rating for this service is three stars. This means the people who use this service experience excellent quality outcomes. We have reviewed our practice when making requirements, to improve national consistency. Some requirements from previous inspection reports may have been deleted or carried forward into this report as recommendations, but only when it is considered that people who use services 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. The purpose of this inspection was to assess the quality of the care and support received by the people who live at Primrose Court. The visit to the home was carried Care Homes for Older People Page 5 of 28 out over one day by one inspector. The last key inspection was in February 2007 and an Annual Service Review was completed in December 2007. The methods we used to gather information included conversations with the people living at the home, their relatives and the staff, as well as looking at care plans and examining other records. We received the homes self-assessment questionnaire before the inspection visit. We also received ten surveys from people who live at Primrose Court, five from staff and four from healthcare professionals. The results were generally very positive and have been reflected in the report. These all gave us a lot of useful information about the home and helped us plan the visit. We would like to thank the people who live at the home, their relatives and the staff, for their welcome and hospitality and for taking the time to talk and share their views during the visit. What the care home does well: What has improved since the last inspection? All the requirements we made at the last key inspection have been met. Care Homes for Older People Page 7 of 28 The care plans have been improved and they all contain enough clear information to guide staff in how to care for and support each person. This lounge/dining room has a very large window area, covering most of one long wall. This has recently been double glazed and we were told that the room is now more comfortable than before. The staff have received End of Life training, to help them support people during this stage of their life. Documents have been signed, where needed. What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details 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 8 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 9 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 are assessed before they are admitted to the home, to make sure their needs can be met. Evidence: People said that they were given enough information about the home before deciding to move in, and they have also received a contract. One person said they ...received a booklet, detailing services and costs. Where possible the home encourages people and their families to visit the home and talk to the people who already live at the home, their relatives and the staff. The home invites them to come and spend time at the home, share a meal and take part in the days activities if they wish. This means that the home can get to know the persons needs and the individual has the information he or she needs to make a decision. Care Homes for Older People Page 10 of 28 Evidence: The care plans included the pre-admission assessments completed by the home. Before moving into Primrose Court, peoples needs are assessed to make sure that the home is able to meet their needs. This assessment includes a brief overview of the persons physical and mental health, a life history and a risk reduction plan and forms the basis for the individual plan of care and support. The relative of someone who had just moved into the home confirmed that this assessment process was followed, and said that they were very satisfied. Care Homes for Older People Page 11 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Peoples personal and healthcare needs are met. People are protected by the medication administration systems. Staff treat people with respect, care and consideration at all times. Evidence: People receive the medical and healthcare support they need and any concerns about peoples health are followed up. The healthcare professionals comments confirmed this. One said that the Staff have sought training and advice to help best manage specific health care needs... and felt that the staff ...showed remarkable patience... and have managed some difficult problems, which they believe some residential homes may not have been able to do. Everyone we spoke to said the care and support they receive is of a good standard. Peoples relatives said they are very happy with the care offered. People said that the Care Homes for Older People Page 12 of 28 Evidence: staff do what the person wants in the way they prefer. They said they are very satisfied with their care and support and feel that the staff understand their needs. Our observations also confirmed that the staff understand peoples care needs and one health care professional said that staff have an Excellent knowledge of residents history, medication and needs.... Three care and support plans were looked at, to make sure that peoples health and personal care needs are being met in the way each person prefers. The plans cover each area of the individuals care needs. They all contain enough information to guide staff in how to care for and support each person. The plans are straightforward, well organised and easy to follow and each area of the persons needs is detailed. The plans include risk assessments and management plans where someone is at risk of falling, developing a pressure sore, becoming malnourished or any other area the staff feel may put the individual at any risk. End of life care plans are also in place. The people themselves, and their relatives if they wish, are involved in reviewing and updating the care plans. The plans are also reviewed regularly by the staff, to make sure they still reflect the individuals care and support needs. Detailed medical records are kept showing, for example, when the GP or District Nurse visited and the outcome, as well as any further health care suppport that is needed. The visiting health care professionals said that the way the staff look after peoples health care is of a high standard and the staff follow their care instructions on all occasions. One said that the home Seeks medical advice...appropriately and another said the staff Listen to nursing suggestions and act upon them. All the health care professionals said that peoples health care needs are met by the staff. They also said that the staff have the necessary skills, training and experience to support peoples health and social care needs and they treat each individual ...with dignity and respect. The medicines are kept safe and secure and the Medicines Administration Record (MAR) charts are securely stored. For security, the medicine cabinet is locked during the time between giving each person their medication. Most of the medicines are supplied by the pharmacy in a monitored dosage system, but some is kept in the original packaging. The MAR charts, which must show clearly the quantities of medicines received and in stock for each person, were examined. Care Homes for Older People Page 13 of 28 Evidence: The medicines supplied in the monitored dosage system appeared to be administered and recorded accurately. There were signatures to confirm that staff had administered the medicine. The records of amounts received, administered and in stock of the majority of the medicines supplied in their original packaging were accurate. During the visit, all the staff were seen to treat people with respect and maintain their dignity. The people who commented said that they receive the care they need and are supported to maintain their independence for as long as they are able. Peoples relatives confirmed this. Everyone said the staff listen and act on what they say. Care Homes for Older People Page 14 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 are supported to take part in a range of activities. People are offered a good choice of meals to make sure their dietary needs and preferences are met. Evidence: Everyone confirmed that people are supported to make their own decisions about all aspects of their life. An activities co-ordinator is in post and people said she is excellent. Normally indoor activities take place in the lounge/dining room, but because of re-decoration the hairdressing room was being used by small groups of people for activities. Other people were being offered activities such as puzzles, to complete in their rooms if they wished. One person said there is a ...wide variety of activities available from visiting actors, choirs, keep fit, dominoes etc. Plus Christmas parties and bring and buy sales and trips out. Care Homes for Older People Page 15 of 28 Evidence: In the entrance hall there was a display of some of the craft work that people had made, such as cards, bookmarks and small gifts. These were very attractive and were available for purchase. Entertainers regularly come into the home and there are trips out to places such as Bolton Abbey and a local famous fish and chips restaurant. In the evenings the staff play dominoes and other activities with people who wish to take part. The home have recently had a visit from a donkey, which everyone enjoyed. This has resulted in the people who live at Primrose Court adopting a rescue donkey. In the entrance hall there was a display of beautiful prizes for the Valentines Day raffle. These had been made by the housekeeping staff and the proceeds were for the amenity fund, to help pay for extra activities for the people who live at the home. People said they like the meals and thought they were very nice. The meals are planned to include the wishes of the people who live at the home and to meet any special dietary needs. Drinks are available throughout the day. At lunchtime there is a choice of main course and dessert and the menus are flexible, to suit peoples preferences. There is always food available for staff to make a snack for people at any time of the day or night. One person said they ...enjoy all the meals and snacks... The chef said that she discusses the menus with people and makes changes to meet peoples preferences. She tries different dishes to see if people like them and will make sure meals are enriched for people who need it. The chef was knowledgable about peoples different dietary needs and makes sure that special diets are provided for those who need them. People said they enjoy their meals and staff are available to discreetly assist people who need some help and encouragement to eat their meals. A variety of fruit juices as well as tea and coffee were offered with the meals. A new hot trolley has been purchased, which was appreciated by people who eat meals in their rooms. They said the meals are now much hotter when they arrive. On the day of our visit, everyone was eating in their rooms because the lounge and dining room were being decorated. Conversations with people confirmed that the staff support people to maintain and Care Homes for Older People Page 16 of 28 Evidence: meet their cultural needs. People are supported to attend religious services and follow their beliefs within the home, if they wish. People are supported to attend church services if they wish. There is a Methodist Church next door to the home and representatives from the Baptist Church and the Church of England visit the home. Visitors are always welcomed to the home. There is a relaxed atmosphere and a good relationship between people who live at Primrose Court and the staff. 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 are aware of how to raise a concern or make a complaint if they are dissatisfied with the service. All staff have received suitable training and understand the adult protection policies and procedures, which makes sure that people at the home are safe. Evidence: Any complaints or concerns are recorded in a complaints file. The actions taken and the outcomes are recorded. We were told that improvements have been made as a result of complaints investigations. Staff said they know what to do if anyone has concerns. People said the home responds appropriately to any concerns. Almost everyone said they know what to do if they have a concern or complaint. The home has introduced a Niggles book for people to record any small concerns they may have. These concerns are then passed to the appropriate member of staff, such as the manager, the chef or the housekeeper, and can then be resolved quickly before they become a more serious issue. Newly employed staff are made aware of the homes whistle blowing policies and Care Homes for Older People Page 18 of 28 Evidence: procedures, to be used if they suspect abuse or see examples of poor practice. All of the care staff have had adult protection training, and further refresher training is planned. All the appropriate policies and procedures are in place to guide staff. Within the last twelve months, the organisation has appointed a specialist member of staff whose role is to make sure the adult protection policies and procedures are in place, carried out effectively and kept under review. 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. The home provides a safe, comfortable, attractive and well-maintained environment. Evidence: The home is clean and well maintained and everyone said the home is always kept fresh and clean. The entrance hall is attractive and welcoming, with music playing. One person said the home is ...always very welcoming and friendly. One person said My room is always clean and fresh and it is a pleasure to come into it. Another person said My room is spotless and the home is very clean. The rooms are comfortably furnished and have a welcoming feel. There are sufficient, accessible toilets and bathrooms throughout the house. Staff are employed to help look after the maintenance of the house and grounds as well as keeping the gardens tidy. There is outdoor seating for people to use in the better weather. Almost all the bedrooms and en suites have recently been refurbished; the remaining four will be completed as soon as it is possible. On the day of our visit the spacious lounge/dining room was being re-decorated. This room has a very large window area, covering most of one long wall. This has recently been double glazed and the room is now more comfortable than before. Care Homes for Older People Page 20 of 28 Evidence: The laundry is well organised and the staff make sure that peoples personal clothing, as well as bedding and towels, are properly cared for. One person said that the ...laundry is done well... and another said their laundry is Done beautifully. Protective gloves, alcohol hand rub and protective aprons are available for staff to use, as part of their infection control measures. 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. Sufficient staff are employed to meet peoples needs. People are protected by thorough recruitment procedures, which ensure that staff are suitable to work with people who live at the home. Suitable training is provided to make sure staff have the skills and knowledge they require to be able to meet peoples needs. Evidence: The staff rotas, and peoples comments, confirmed our observations that there are enough staff on duty to meet peoples care needs. As people were spending a few days mostly in their own rooms, due to the decoration in the lounge/dining room, having sufficient staff was very important. There were plenty of care and housekeeping staff on duty when we visited, to make sure that everyone received the care and attention they needed. All new staff complete an application form and provide two written references. Criminal Records Bureau (CRB) and Protection of Vulnerable Adults (POVA) register checks are obtained and no new staff begin work until these checks have been completed satisfactorily. Care Homes for Older People Page 22 of 28 Evidence: There is plenty of training available for staff. All the staff we spoke to said the training is good and keeps them up to date. The home keeps good records of staff training, which also shows when updates are needed. All new care staff complete induction training which meets the Skills for Care criteria. This gives them good basic training to help them do their job effectively, and provides a sound basis for taking a National Vocational Qualification (NVQ) course. The home also operates a mentoring system, where a team leader will support a new member of staff. One staff member said My induction was thoroughly checked and covered most aspects of my job... In addition staff attend training courses covering all areas of health and safety and the general principles of care. One staff member said I am satisfied with the training... One health care professional said that Ongoing training is observed in the home. Community staff have been welcomed into the home to deliver training on continence care. Several staff commented on how valuable the demnentia care training was. One person said it was ...very informative... The home make sure that a wide range of training is available to all the staff, not only care staff but the housekeepers, catering and maintenance staff as well. A lot of the training is provided in house by Anchor Cares own trainers. The home are soon to start using an e-learning system, as well as the traditional training methods. Many staff have just completed End of Life training and Adult Protection training was planned for the week following our visit. Approximately 70 of the care staff have achieved an NVQ in care. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home is safe and well managed, in the best interests of the people who live there. Evidence: One health care professional described Primrose Court as an Efficient and well managed residential home. The records, and the staff, confirmed that all staff have regular one to one supervision meetings with their line manager. This supports staff to plan their personal and professional development and gives them the opportunity to discuss any areas of concern in a confidential setting. Regular team meetings are also held for heads of each department and for team leaders. Full staff meetings are held as required, throughout the year. Peoples personal information is stored securely. Where the home helps people to Care Homes for Older People Page 24 of 28 Evidence: manage their personal finances, accurate records are kept of all transactions and all monies are securely stored. The homes policies and procedures are kept up to date, to make sure they provide relevant information to guide staff on how to act in every situation. All the regular health and safety checks for the home are carried out in a timely manner. The fire safety checks are carried out regularly and staff have had the necessary training and practice fire drills. These measures make sure that the health, safety and welfare of the people at the home is promoted and safeguarded. The homes kitchen had an inspection by an Environmental Health Officer in November 2007. The kitchen was awarded four stars out of a possible five. The home have completed all the work required and are hoping for an improved rating at their next inspection. The home has a range of quality assurance systems in place, to help determine the quality of service the home offers. These include surveys for the people who live at the home and their relatives, meetings for people and their relatives, staff meetings and regular quality and health and safety audit checks. 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. 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