Care Home: Priory House

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What the care home does well The home is very well managed and residents views and comments are regularly obtained and used to improve their experiences of living in the home. Before a person moves into the home the manager assessed their health, personal care and social needs and develops a care plan as to how these needs are to be met. People looking for a care home are given up to date information about Priory House and are encouraged to visit to see if it will be the right place for them. Staff listen to residents and act on what they say. Residents are supported for all their care needs and are involved in reviews of the care plan. Residents receive the medical care and medicines they need. People living in Priory House are supported to remain active and occupied. They are provided with opportunities for socialising and for participating in activities in and out of the home. Staff listen to residents and deal with any complaints or concerns promptly. Staff receive training and support so that they can safeguard people who may be vulnerable from harm or abuse. The home is clean, comfortable and well maintained. Residents can personalise their bedrooms to suit their tastes. Staff are recruited thoroughly with all of the appropriate checks including employment references and Criminal Records Bureau disclosures obtained before they start work. There is ongoing training and supervision for staff to help them care for residents appropriately. What has improved since the last inspection? A new manager has been appointed who has continued to maintain and improve the experiences for people who live in the home. A new activities coordinator has been employed and a wider range of activities are provided, which reflects what residents wish to do. What the care home could do better: We did not identify any areas for improvement during this inspection visit. Key inspection report Care homes for older people Name: Address: Priory House Prittlewell Chase Westcliff on Sea Essex SS0 0SR     The quality rating for this care home is:   three star excellent service A quality rating is our assessment of how well a care home is meeting the needs of the people who use it. We give a quality rating following a full review of the service. We call this full review a ‘key’ inspection. Lead inspector: Carolyn Delaney     Date: 3 0 0 3 2 0 1 0 This is a review of quality of outcomes that people experience in this care home. We believe high quality care should • • • • • Be safe Have the right outcomes, including clinical outcomes Be a good experience for the people that use it Help prevent illness, and promote healthy, independent living Be available to those who need it when they need it. The first part of the review gives the overall quality rating for the care home: • • • • 3 2 1 0 stars - excellent stars - good star - adequate star - poor There is also a bar chart that gives a quick way of seeing the quality of care that the home provides under key areas that matter to people. There is a summary of what we think this service does well, what they have improved on and, where it applies, what they need to do better. We use the national minimum standards to describe the outcomes that people should experience. National minimum standards are written by the Department of Health for each type of care service. After the summary there is more detail about our findings. The following table explains what you will see under each outcome area. Outcome area (for example Choice of home) These are the outcomes that people staying in care homes should experience. that people have said are important to them: They reflect the things This box tells you the outcomes that we will always inspect against when we do a key inspection. This box tells you any additional outcomes that we may inspect against when we do a key inspection. This is what people staying in this care home experience: Judgement: This box tells you our opinion of what we have looked at in this outcome area. We will say whether it is excellent, good, adequate or poor. Evidence: This box describes the information we used to come to our judgement. Care Homes for Older People Page 2 of 26 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) © Care Quality Commission 2010 This publication may be reproduced in whole or in part in any format or medium for non-commercial purposes, provided that it is reproduced accurately and not used in a derogatory manner or in a misleading context. The source should be acknowledged, by showing the publication title and © Care Quality Commission 2010. www.cqc.org.uk Internet address Care Homes for Older People Page 3 of 26 Information about the care home Name of care home: Address: Priory House Prittlewell Chase Westcliff on Sea Essex SS0 0SR 01702344145 Telephone number: Fax number: Email address: Provider web address: Name of registered provider(s): www.southend.gov.uk Southend on Sea Borough Council Name of registered manager (if applicable) Mrs Gillian Woollard Type of registration: Number of places registered: care home 35 Conditions of registration: Category(ies) : Number of places (if applicable): Under 65 dementia old age, not falling within any other category Additional conditions: Number of service users for whom personal care is to be provided must not exceed 35. (Thirty Five). Personal care to be provided to no more than 6 (six) service users with dementia over the age of 65. Personal care to be provided to not more than 35 older people over the age of 65 (no one to be admitted under the age of 65 (sixty five)). Date of last inspection Brief description of the care home Priory House is a local authority home, which provides accommodation and care to thirty elderly people in single rooms on two floors, two of the available places within the home are used to accommodate respite care residents. Six communal lounges are available for residents throughout the building; the homes dining room is located on Care Homes for Older People Page 4 of 26 0 0 Over 65 6 35 Brief description of the care home the ground floor. A passenger lift provides access between floors. There are large attractive gardens to the front and rear of the property. Priory House is situated close to bus routes and is a short distance from local shops. Visitor car parking is available to the front of the building. The cost of a place in the home is £792.68 per week. Care Homes for Older People Page 5 of 26 Summary This is an overview of what we found during the inspection. The quality rating for this care home is: Our judgement for each outcome: three star excellent service Choice of home Health and personal care Daily life and social activities Complaints and protection Environment Staffing Management and administration peterchart Poor Adequate Good Excellent How we did our inspection: This was a routine unannounced inspection, which included a visit made to the home between the hours of 12.00 and 18.30 on 30th March 2010. As part of the inspection process we reviewed information we had received about the service over the last twelve months including notifications sent to us by the manager of any event in the home, which affects residents such as injuries, deaths and any outbreak of infectious diseases. We also looked at the information the manager provided us with in the homes Annual Quality Assurance Assessment. This document is a self-assessment, which the registered provider or owner is required by law to complete and tell us what they do well, how they evidence this and the improvements made within the previous twelve months. We also looked at the improvement plan that we asked the manager to send us following the last inspection. This plan described how the manager was to address the issues as identified at the last inspection. Care Homes for Older People Page 6 of 26 We sent surveys each to the home to distribute to residents and staff and to complete and tell us what they think about the home. At the time of writing this report we had received surveys from three residents living in the home and three surveys from staff members. During the inspection we spoke with four residents, one relative and three members of staff. The views and comments expressed by these people were reflected in the report. When we visited the home we looked at residents care plans and information available to staff to help them support residents. We looked at how staff were recruited to work in the home and how they were trained to support residents. We looked at how the home was managed and how residents were involved in this. We also observed how staff interacted with residents when supporting them with activities such as meals and providing recreation and stimulation. A brief tour of the premises was carried out and communal areas including lounge and bathrooms were viewed. Information obtained was triangulated and reviewed against the Commissions Key Lines for Regulatory Activity. This helps us to use the information to make judgements about outcomes for people who use social care services in a consistent and fair way. Care Homes for Older People Page 7 of 26 What the care home does well: What has improved since the last inspection? What they could do better: If you want to know what action the person responsible for this care home is taking following this report, you can contact them using the details on page 4. The report of this inspection is available from our website www.cqc.org.uk. You can get printed copies from enquiries@cqc.org.uk or by telephoning our order line 0870 240 7535. Care Homes for Older People Page 8 of 26 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 26 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 move into the home know that their needs will be met because a detailed assessment is carried out. Evidence: The Manager told us in the Annual Quality Assurance Assessment that they provide detailed information about the home to people in the service users guide. They also make the most recent Care Quality Commission inspection reports available to help people decide if the home will be suitable for them. The manager said that a decision to offer a person a place is only made once they can confirm that the home will be able to meet the individuals needs. They told us that they carry out an assessment of each persons needs before they are offered a place in the home and that people are invited to visit the home to see if they like it before making the decision to move in. We sent surveys to residents to complete and tell us about their experience of living in Priory House. We received completed surveys from three residents. Two people told us Care Homes for Older People Page 10 of 26 Evidence: that they had received enough information about the home to help them decide if it would be the right place for them. One of the three told us that they had received written information about they homes terms and conditions (contract). The other two indicated that they could not remember this. When we carried out our inspection visited we looked at the arrangements for providing information to people who were looking for a care home, and how the needs of people were assessed to ensure that the home would be suitable for them. The manager provided us with a copy of the homes statement of purpose and service users guide. Both of these documents were available in residents bedrooms. Information in these documents was detailed and described the ethos of the home, staffing levels, qualifications and skills. There was information about the homes routines, residents could make suggestions to improve the service, make complaints or raise any concerns. We looked at the assessments the manager had carried out for two people who had recently moved into the home. We saw that the manager had visited both individuals in their own home and had carried out a detailed assessment of their health, personal and social care needs including information about the level of support of care each person required with daily activities of living including mobility, maintaining personal care and how people wished to spend their days. There was also detailed information around both individuals specific health care needs and any treatment they received. The manager told us that regular reviews of care placements were carried out by individuals social workers an that residents, their families and significant others were invited to be part of these reviews. We looked at the documents for one review, which had been recently completed. We saw that the resident and their family were fully involved in the process and their views and comments about their experience of living in the home were obtained and recorded. Care Homes for Older People Page 11 of 26 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. People living in Priory House are well cared for and supported for all their health and personal care needs. Evidence: The Manager told us in the Annual Quality Assurance Assessment that they ensured that information around residents health, personal and social needs were recorded in their individual care plan. They said that all residents were treated as individuals and respected. They said that where possible residents would stay in the home until end of life so long as their needs could be met and the individual wished to remain there. The manager told that they have long serving staff members who promote excellent continuity of care; often leading to long term friendly relationships between staff and residents alike. They told us that residents family and friends were always welcome and encouraged to be involved in care plans if they so wish. The manager told us that staff were trained, supervised and had access to the homes policies and procedures around the safe handling and administration of medicines. Each of the three residents who completed surveys told us that they always receive Care Homes for Older People Page 12 of 26 Evidence: the care and medical attention that they need, that staff listened to them and acted on what they say. One person said As far as I am concerned I am happy with my life here. Another person said Staff are always helpful. Three members of staff completed surveys. They told us that the ways in which they shared information about the needs of residents with the manager and other staff worked well. When we visited the home we spoke with four residents and one relative. The relative told us that the home was excellent and that staff were kind, caring and very helpful. Residents told us that staff treated them well. One person told us The girls here are wonderful and look after me. Another person said I have no complaints I am very happy here. As part of the inspection we looked at the care plans for three residents. Each person had a detailed plan, which described the individuals needs for health and personal care including the level of support they needed. There was information recorded about residents preferences for food, washing and dressing and how they liked to spend their days. Care plans were reviewed and amended each month or more often if there were any significant changes to the individuals needs. Each person living in the home had a plan for their medication, which was kept under review and amended where needed. We saw records to show that all staff undertook training around the safe handling and administration of medicines. Staff were supervised until they were deemed to be competent in these tasks and there were robust auditing procedures to ensure that staff administered medicines as prescribed and kept accurate records. We looked at the medication administration records for seven people living in the home and these were accurately maintained by staff. Care Homes for Older People Page 13 of 26 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 living in Priory House are supported to live their lives as far as possible as they choose and have access to activities to keep them active and occupied. Evidence: The Manager told us in the Annual Quality Assurance Assessment that they offer high standards of care tailored to each individuals requirements. They told us that families were always welcomed warmly into the home and were encouraged to be involved in residents care plans and to offer their comments or concerns. They told us that the home was run in a relaxed manner with as few routines imposed as is reasonably practicable. They said that visiting hours were completely open and that people were welcome to stay for as long and as often as they wish, although they did ask that meal times are avoided. The manager said that all food was cooked freshly in-house and that residents could choose from menus that were changed every week from a five week rolling menu, which offered two choices for each meal time. They also said that refreshments were available at all times. They said that they now had a dedicated activities facilitator who alternated working Care Homes for Older People Page 14 of 26 Evidence: three days one week and two on the next and that they hold resident meetings where they discuss what activities and outings they would like. They told us that residents have had had trips to the Cliffs Pavilion to see the pantomime and that future outings were planned. Each of the three residents who completed surveys told us that there were activities, which they could participate in. One person said I have a hairdresser once a week and I go out for trips. One member of staff and one relative we spoke with said that more activities and outings could be provided for residents. When we visited the home we saw that each resident had information recorded in their plan of care about the types of things they enjoyed doing in their free time. We saw tat the programme of activities was planned taking into account the wishes of residents. We saw that residents who were physically able and wished to go out were supported to do so and that residents went for walks in the nearby park, shopping at the local market etc. Residents were asked if they wished to attend religious services and this was arranged where appropriate. Each of the three residents who completed surveys and the four we spoke with during the inspection told us that they enjoyed the meals provided by the home. One person told us The cook is very good, all the meals are nice here. Another person said Food is great and there is always a choice. We saw that the daily menu was displayed in the dining room and that there was a choice of food for each meal. Care Homes for Older People Page 15 of 26 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 living in Priory House know that their complaints will be taken seriously and they will be safeguarded from harm and abuse. Evidence: The Manager told us in the Annual Quality Assurance Assessment that they always aim to involve relatives at all times. They said that they operate an open door policy, and encourage relatives and visitors to always express any concerns they have before leaving the home, in an attempt to resolve and abate any worries they may have. They told us that there was a comprehensive complaints procedure and that complaints were dealt with appropriately. The manager told us that staff received training around the safeguarding of people who may be vulnerable and that all new staff were vetted rigorously before commencing work at the home. Each of the three residents who completed surveys told us that they knew who to speak to informally if they were unhappy. Two people told us that they knew how to make a complaint. Each of the three members of staff who completed surveys told us that they knew what to do if anyone made a complaint or raised concerns. The manager told us that there had been two safeguarding alerts raised within the previous twelve months. We had been informed of these and the appropriate action Care Homes for Older People Page 16 of 26 Evidence: had been taken by the manager, including referring the incidents to the local safeguarding team. When we visited the home we spoke with four residents. They told us that they were happy and that they had no complaints. We looked at the arrangements for dealing with complaints and safeguarding residents from harm. We saw that residents were consulted regularly and had opportunities to make comments, suggestions during regular meetings. We saw that all staff had received safeguarding training and that they had access to the homes policies and procedures. All of the appropriate checks including Criminal Records Bureau disclosures and Independent Safeguarding Authority checks (formally PoVA First checks) were obtained before staff weer employed to work in the home. Care Homes for Older People Page 17 of 26 Environment These are the outcomes that people staying in care homes should experience. They reflect the things that people have said are important to them: People stay in a safe and well-maintained home that is homely, clean, pleasant and hygienic. People stay in a home that has enough space and facilities for them to lead the life they choose and to meet their needs. The home makes sure they have the right specialist equipment that encourages and promotes their independence. Their room feels like their own, it is comfortable and they feel safe when they use it. This is what people staying in this care home experience: Judgement: People using this service experience excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Residents enjoy clean, safe and comfortable accommodation, which suits their individual and collective needs.. Evidence: The Manager told us in the Annual Quality Assurance Assessment that the building is centrally situated for easy access to Southend town centre, the General Hospital, Priory Park and the weekly market that is held at Southend Football Club. They told us that they have pleasant gardens surrounding the home, which are well tended by a full time gardener handyman and that there was easy access to the gardens both front and rear via a ramp. The manager told us that they encourage residents to sit in the garden during the warm weather and promote gardening as an activity. They said that the home was safe, secure and hygienically clean, comfortable, well furnished and homely. The manager told us that Southend Council ensured regular maintenance of equipment,safety of gas, water,electrical supplies and the heating system Each of the three residents who completed surveys told us that the home was always fresh and clean. When we visited the home we carried out a brief tour of the premises. We saw that communal areas and residents bedrooms were clean and free from unpleasant odours. The home employs dedicated cleaning and maintenance staff to keep the Care Homes for Older People Page 18 of 26 Evidence: premises clean and to deal with any repair issues promptly. We saw that residents were encouraged to personalise their bedrooms with items of furniture, photographs and ornaments. We saw that staff received training around the prevention of the spread of infections and there was information regarding good practice such as hand washing procedures displayed throughout the home. We saw that residents had ample communal space including a large dining room, lounges and an activities room. The garden areas was well maintained and easily accessible to residents. Care Homes for Older People Page 19 of 26 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 living in the home are well cared for by staff who are recruited robustly, trained and supported to meet individuals assessed needs. Evidence: The Manager told us in the Annual Quality Assurance Assessment that long serving members of staff have established a high standard of continuity of care for residents. They said that staff training is ongoing and is regularly updated. They said that team leaders have strong commitment and leadership skills and work alongside staff monitoring the standard of care being offered to residents. The manager told us that staff recruitment is overseen by Southend Councils Human Resources department. They said that the interview panels always include the home manager and adequate qualified staff from other social services departments to give a range of views and ensure equal opportunities. They told us that at the interview stage they make a point of introducing perspective staff to residents to gauge interaction. They also told us that as part of the recruitment process employment references and Criminal Records Bureau disclosures were obtained before staff commenced work. Each of the three members of staff who completed surveys told us that all of the checks including references were carried out before they started work at they home. Care Homes for Older People Page 20 of 26 Evidence: They told us that their induction mostly covered all that they needed to know about the job when they started. Each of the three told us that they received training, which was relevant to their roles, kept them up to date with new ways of working and helped them understand the needs of residents. They told us that there were usually enough staff on duty to meet the needs of all residents. When we visited the home we looked at the arrangements for recruiting, training and deploying staff to meet the needs of residents. We looked at the recruitment files for one member of staff who had been recruited to work in the home within the previous twelve months. We saw that all of the appropriate checks had been completed before the person commenced work in the home. The candidate had undertaken an interview and an assessment of their fitness to work in the home. The day and had manager told us that five care staff and a team leader were employed during the and care workers and a team leader at night. In addition housekeepers, a cook a handyman were employed. We looked at staff duty rotas and saw that all staff appropriate time off duty and did not work excessive hours without a break. We looked at the training programme provided for staff. We saw that staff undertook training, which included safe moving and handling, safeguarding vulnerable people,infection control, caring for people who have dementia, nutrition in the elderly and diabetes. Care Homes for Older People Page 21 of 26 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. Priory House is well managed and run in the interests of the people who live there. Evidence: The Manager told us in the Annual Quality Assurance Assessment that they have worked at Priory House since April 2009 as the Registered Manager. They told us that they have worked in the care sector for the council for twenty - nine years, for the last five years as the assistant manager in the Home Care Team. They told us that they held National Vocational Qualification level 4 and the Registered Managers Award. The manager told us that quality questionnaires were left in the visitors room and feedback from these were positive. They said that regular resident meetings were held to obtain feedback whether good or bad for which they acted upon. The manager told us that financial records were clear and accurate and that all residents money was recorded and accounted for. As part of the inspection process we asked residents to tell us in surveys what they Care Homes for Older People Page 22 of 26 Evidence: felt the home did well and to identify any ares for improvements. Residents told us that they were happy living in the home and did not comment on any areas where improvements were needed. One person commented It is excellent here. Another person said I really like it here its wonderful. We saw the results from the homes most recent quality assurance exercise. We saw that residents and their families commented positively about the home and said that staff were polite, courteous and kind. One relative commented It is a pleasure to visit the home and a wonderful feeling to know my mother is safe and happy. We saw that residents had opportunities to influence how the home was managed in regular meetings where their comments ad suggestions were obtained and acted upon. We looked at the arrangements for handling residents monies. We saw that money was stored securely and that appropriate records were maintained, supported by receipts for any transactions made on behalf of residents. Care Homes for Older People Page 23 of 26 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 26 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 25 of 26 Helpline: Telephone: 03000 616161 Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Care Quality Commission (CQC). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. 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