Care Home: Safe Harbour Nursing Home

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What the care home does well The home provides a pleasant, homely and well-maintained environment which has been designed and decorated to meet the specific needs and abilities of the service users. Service users are stimulated through a comprehensive activities programme and given every opportunity to continue with their lifestyle preferences. Detailed pre-admission assessments are undertaken to evaluate the needs of the service users and this information is used to prepare the initial plan of care. Care plans are informative and are reviewed and updated regularly to provide staff with full details of the care and support required. Risks are reduced through robust risk management strategies. Staff are well trained and are given opportunities to further develop their knowledge and skills. Management arrangements ensure that standards of care are maintained and that records are kept appropriately. What has improved since the last inspection? The decor of the home has been changed to meet the specific needs of service users who have dementia to provide a high level of orientation within a homely environment. Improvements continue to be made through redecoration, refurbishment and colour identification. A high level of staff training has been provided for all levels of staff to ensure that they can meet the needs of the service users. Record keeping, particularly in relation to care files, ensures that staff are fully aware of the needs and preferences of all service users. What the care home could do better: The home should continue to maintain the high level of care and environment. Inspecting for better lives Key inspection report Care homes for older people Name: Address: Safe Harbour Nursing Home Abbots Drive Bebington Wirral CH63 3BW     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: Jeanette Fielding     Date: 0 2 0 7 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 27 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 27 Information about the care home Name of care home: Address: Safe Harbour Nursing Home Abbots Drive Bebington Wirral CH63 3BW 01516431591 01516452009 francesblackburn@onetel.com 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) : Dr A Kumar,Shyama Singh care home 45 Number of places (if applicable): Under 65 Over 65 0 8 dementia old age, not falling within any other category Additional conditions: 45 0 The registered person may provide the following categories of service only: Care home with nursing - Code N To people of either gender whose primary care needs on admission to the home are within the following categories: Old age, not falling within any other category - Code OP (maximum number of places: 8) Dementia - Code DE The maximum number of people who can be accommodated is 45. Date of last inspection Brief description of the care home Safe Harbour is a modern, purpose built care home. It is located in a residential area close to shops and other local amenities. It is registered to accommodate 8 elderly persons who require nursing care and 45 elderly persons with dementia who require nursing care. The maximum number of persons who can be accommodated is 45. The home is on two floors with bedrooms, lounges and dining rooms on both floors. A passenger lift provides full access to all areas of the home. The home provides both single and shared rooms and some rooms are provided with en-suite facilities. Fees range from 518.14 to 539.45 per week plus nursing care element, dependent upon the level of service required. Care Homes for Older People Page 4 of 27 Brief description of the care home 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: 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: Since the last key inspection, the home has changed its registration to provide care to older people who have dementia. This unannounced key inspection was undertaken in one day over a period of seven hours. As part of the inspection process, all areas of the home were viewed including many of the service users bedrooms. Assessments and care plans were inspected together with staff records and certification to ensure that health and safety legislation was complied with. Observation of the interaction between staff and people who live at the home provided further evidence of the actual care given. The care files of five service users were case tracked to evaluate their care. Discussion took place with the registered manager, care manager, nurses, care staff, service users and visitors to the home. The manager completed an Annual Quality Assurance Assessment form prior to the inspection to give additional information Care Homes for Older People Page 6 of 27 regarding the home. 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 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 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 9 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The home provides detailed information regarding the services and facilities within the home to enable prospective service users to make an informed decision regarding their care provider. Evidence: The home provides an extremely detailed information pack for prospective service users to give them full information about the home and the services and facilities provided. Included in the pack is a brochure which shows pictures of the home and includes the Statement of Purpose, a guide to living in the home, the Service User Guide and a sample contract. The service user guide is also provided in pictorial format to give full information to service users who no longer have reading skills. Copies of these packs are readily available from the home on request and a number were seen to be available in the managers office. Care Homes for Older People Page 10 of 27 Evidence: Detailed information is also available in the foyer of the home which includes the brochure, the Statement of Purpose, Service User Guide together with local information. Minutes of the relatives and friends meetings together with comment and complaint forms are also held in the foyer to give access to all visitors to the home. Information is also available about safeguarding, deprivation of liberty and the mental capacity act. This information is held in the office and is available on request. Certificates of registration and insurance are displayed in the foyer. All prospective service users are assessed by the Manager, the Care Manager or one of the qualified nurses prior to admission. The assessment documentation for service users recently admitted to the home were inspected and all were found to contain full information necessary to identify the needs of the service user. Information is gathered from the service user, their relatives and healthcare professionals to give full information about the service users health, social and mental health needs together with some of their individual preferences. The need for any specialist equipment is also identified at the time of the assessment to enable the home to obtain this equipment prior to the service users admission where necessary. Care Homes for Older People Page 11 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and personal care that service users receive is based on their individual needs and respects their privacy and dignity to promote a good quality of life. Evidence: Individual care plans are prepared for each service user. The initial plan is prepared using the information gathered at the pre-admission assessment and new service users are continually reviewed in the few weeks following their admission to the home. All service users have their care plans reviewed and updated on a monthly basis and whenever their needs change. The reviews are detailed and provide evidence that the service users are assessed as individuals with their needs and preferences clearly identified. The care plans are also reviewed following visits by healthcare professionals and any advice is incorporated into the information provided for staff. A sample of five care plans were inspected and all were extremely detailed to inform staff of the care and support that the service users require, together with details of how that care was to be given based on the service users preferences. Comprehensive Care Homes for Older People Page 12 of 27 Evidence: risk assessments are undertaken on all aspects of daily living and risk management plans are put in place to remove or reduce any potential risks to the service users. The risk assessments include the use of specific moving and handling equipment, bed rails, skin care, nutrition, continence falls, the ability to use the nurse call and the individuals dependency level. Many of the service users are unable to express their needs and preferences and so family members and friends are consulted regarding their previous lifestyle and social preferences. The files provide evidence that the service users lifestyle and preferences are taken into consideration when preparing the care files. Daily reports are completed by the staff and provide clear evidence of the actual care given and show that service users health care needs are met at all times. Aids and adaptations are provided to assist service users and the home provides a range of moving and handling equipment on each floor. These are reviewed and replaced to accommodate service users changing needs. Pressure relieving mattresses and cushions are provided where the assessment shows that these are necessary. Toiletries are provided to service users where these are required. Individual choices and preferences are clearly identified in the care files and include information about the service users preferred time of going to bed and rising and of the gender of the staff who should provide personal care. All care files are audited on a regular basis by the manager and care manager. Relatives spoken to during the inspection confirmed that they had been involved with the care planning and had been encouraged to provide the home with information to promote the lifestyle that the service user had previously enjoyed. One relative said that the staff were fully aware of her relatives lifestyle that she now felt that the staff were an extension of her family. All laundry is attended to within the home and attention is given to the avoidance of cross infection. Personal items are carefully laundered and are returned to service users promptly. Service users are provided with laundry information in pictorial format in their bedroom to enable them to request repairs or specific laundering where they are unable to read or express themselves verbally. Medications were observed to be dealt with in accordance with safe practice and in line with the homes policy and procedure. All medication administration record sheets were signed appropriately and were up to date. Medications are securely held and all storage areas were clean and organised. The medications are audited on a regular basis and clear information was available regarding the medications that entered the home. Detailed records are held of medications that service users refuse or no longer require and appropriate disposal arrangements are in place for these. No excess or unwanted medications are held in the home. Controlled medications are securely Care Homes for Older People Page 13 of 27 Evidence: stored. Observation at the time of the visit provided evidence that service users privacy and dignity were respected at all times by the staff team. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The programme of activities provides service users with a stimulating and entertaining lifestyle which promotes social interaction and the retention of skills and abilities. Evidence: The home employs an activities co-ordinator on a full time basis. She is currently undertaking a recognised training course in this field. The number and range of activities within the home are extensive. A dedicated room is provided for activities and the comprehensive records clearly identify that service users enjoy a stimulating lifestyle. Evidence of art and craft work was seen around the home and a high number of board games and craft equipment is held in the activities room. Both group and individual activities are provided within the home and trips out are made on a regular basis. Displayed on the wall is calendar of pictures to give a topic for discussion each day. This is to ensure that a wide range of subjects are discussed with service users by all staff. This promotes greater interaction amongst service users and stimulates their memory. The activities co-ordinator also takes responsibility for gathering information from friends and relatives to provide individual activities plans for service users. The records clearly show that the activities that service users participate in are those that they have enjoyed during their life together with new activities. The layout of the Care Homes for Older People Page 15 of 27 Evidence: lounges provides service users the opportunity to sit in small groups to promote interactions Staff were observed to spend time chatting with service users and assisting one service user with her knitting. A detailed risk assessment with regard to the use of knitting needles was also seen to be in place. The hairdresser visits the home each week. Small groups of service users have recently enjoyed reminiscence sessions at the Lady Lever Art Gallery. These sessions are designed to be specific for service users who have dementia. The majority of service users take their meals in the dining room but can take them in their bedroom or in the lounge as they prefer. Dining tables were attractively laid and a range of condiments were provided. The menus are provided in both written and pictorial format and a choice of meal is offered. The chef is able to meet most requests for alternative meals if a service user does not wish to take the meals offered on the day. The menus for the day are also placed on the dining tables as a reminder to service users and the menu for the month is clearly displayed in written form. Special diets can be provided on the advice of the GP or dietitian or at the request of the service users. Specialist cutlery is available for service users who require this and staff were observed to assist some service users with their meals in a dignified manner. Mealtimes were observed to be relaxed and calm to enable service users to take their meals without being rushed. The menus provide evidence that a varied and balanced diet is offered. Meals are prepared in the main kitchen and are served direct to the service users. Staff spoken to were able to demonstrate that they were aware of service users individual preferences and were observed to encourage those who were reluctant to eat due to their dementia. 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. All members of the staff team have been trained in the protection of vulnerable adults to protect service users from harm or abuse. Evidence: The home has a robust complaints procedure which is displayed in the foyer and is detailed in the information pack. Information on how to make a complaint is also provided in each service users bedroom and is in written and pictorial format. The complaints records show that only one complaint has been made and this was immediately addressed to the satisfaction of the complainant. Staff are encouraged to record all comments from service users and relatives, which are not complaints, to further improve the quality of service provision. All staff have been trained in the different types of abuse that could occur and in the protection of vulnerable adults. This is recorded in the staffs individual files. Staff spoken to on the day of the inspection were knowledgeable about the action they should take in the event of abuse being suspected. The home has a copy of Wirral Safeguarding Adults strategy and of No Secrets. Observation of staff interaction provided evidence that service users were treated with respect at all times and that their safety was protected. Relatives spoken to during the inspection said that if they had any concerns about the home or the care given to their relative, they would feel comfortable in speaking to the manager about it. Care Homes for Older People Page 17 of 27 Evidence: Each bedroom is provided with written and pictorial information regarding the action to be taken in the event of fire. Care Homes for Older People Page 18 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 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 extremely well maintained and every effort has been made to ensure that service users are orientated and safe at all times. Evidence: Car parking is provided near to the front door of the home and this area is bordered with flowers, palm trees and shrubs. The exterior of the home is in a good condition and work to replace windows is almost complete. The home continues to be upgraded and work to provide additional communal space and to redesign two bedrooms is planned. Great care has been given to providing an appropriate environment for service users with emphasis on the use of colour for orientation. Corridors are each painted a different colour and bedroom doors are of different colours to enable service users to identify their own rooms. Additional orientation has been provided by the use of colourful signs for individual service users to enable them to find their bedrooms. Each bedroom is further identifiable by the provision of pictures which are relevant to the occupant. All bathroom and toilet doors have been painted green to further enable service users to identify rooms. At the time of the visit, one of the lounge areas was being redecorated. It was evident that full risk assessments had been undertaken to ensure that service users were not placed at risk in areas around the room that was being redecorated. Communal areas within the home were bright and extremely homely. Rooms are laid out to give service users the opportunity to sit with people of Care Homes for Older People Page 19 of 27 Evidence: their choosing either in small groups or alone as they wish. A seating area has been provided on the ground floor adjacent to the patio doors which lead to the secure garden for those who wish to use it. Dining rooms are bright and welcoming and provide pleasant areas for service users to take their meals. Bedrooms are decorated and furnished in a domestic style and it was evident that some service users had been involved in choosing the colour and decor of their room. Service users and their relatives are encouraged to personalise the rooms with pictures, photographs and items of memorabilia. Bright and pleasant pictures have been fitted in corridors and are of items that service users would have used in their home when they were young. These have been printed or painted by the activities co-ordinator and have proved extremely successful in stimulating the service users. Bathrooms are bright and provided with attractive art work to give a relaxed and comfortable atmosphere. Assisted bathing facilities are provided and are used subject to risk assessments which are recorded. All areas within the home were found to be clean and fresh and there were no unpleasant odours. One relative commented on how fresh the home always smelled and said that this was one of the reasons that this home had been chosen. It is evident that every effort has been made within the home to remove a clinical environment and to provide service users with a homely and comfortable place in which to live. The home provides a central garden area which is provided with safety flooring. Walkways are provided to seating areas. Tubs, planters, raised flower beds and hanging baskets provide colour and a pleasant place for service users to spend time. Service users have been involved with planting flowers and shrubs and are encouraged to participate in the gardening. The garden has been well used and plans are in place to provide a dementia cafe for service users. This is being designed with the assistance of the dementia advisors within John Moores University. Plans are also in place to open a post office area within the home as one service user likes to collect his own pension. It is evident that the needs and wishes of the individual service users have been taken into account when designing the facilities and decor within the home. Care Homes for Older People Page 20 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. Service users are supported by a well trained, effective staff team who have gone through a thorough recruitment process , so their needs are met and they are safe from possible harm or poor practice. Evidence: The home has a structured staff team. Each service user has a named nurse and a named key worker who are responsible for ensuring that all care needs and preferences are met. The home employs a registered manager, care manager, team leaders who are qualified nurses, nurses, care supervisor, senior care assistants, care assistants, domestic staff, laundry staff, catering staff, kitchen assistants, handyman and gardener. The home has a robust recruitment procedure and inspection of the staff files shows that this has been followed. All prospective staff are required to complete an application form prior to being called for interview. Two references are taken and checks are made through the protection of vulnerable adults and the criminal records bureaux. All new staff complete a comprehensive induction training programme which includes health and safety, moving and handling, dementia, customer care and fire safety. In addition, further induction training is given specific to the role for which they are employed. Evidence of all training is held on their individual files. Recent training Care Homes for Older People Page 21 of 27 Evidence: and updates include adult protection, dementia care, infection control, fire safety, first aid, moving and handling, food hygiene, health and safety, customer care, deprivation of liberty and the mental capacity act. All staff have supervision every two months and annual appraisals are undertaken. Regular staff meetings are held and records of the meetings are maintained. The home also takes student nurses on placement from Edge Hill College and John Moores University. One named nurse at the home takes responsibility for the students and provides training for them. Some of the nurses have been trained in mentorship and can assist with this. The staff rota provides evidence that the home employs and deploys staff in sufficient numbers to meet the needs of the service users. Additional staff are employed for one to one care with service users where this is identified as necessary. In the survey forms that were completed by staff for CQC, staff confirmed that they were given full induction training together with on-going training to further develop their knowledge and understanding. Staff stated that they were confident that they gave a high level of care. Staff commented positively about the management and said that everyone worked as a team to provide for the service users. Care Homes for Older People Page 22 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 excellent quality outcomes in this area. We have made this judgement using a range of evidence, including a visit to this service. The health and welfare of the service users are protected through a strong and effective management team. Evidence: The registered manager and the care manager both hold NVQ in management at level 5. Some of the qualified nurses hold NVQ at level 4. The registered manager has sound knowledge of strategic and financial planning. The manager communicates a clear sense of direction, is able to evidence a sound understanding and application of best practice operational systems, particularly in relation to continuous improvement, customer satisfaction, and quality assurance. Equality and diversity, human rights and person centred thinking are given priority by the manager who is able to demonstrate a high level of understanding and demonstrate best practice in these areas. The management team are well supported by a well trained staff team. Care Homes for Older People Page 23 of 27 Evidence: The home holds the Investors In People quality assurance award and regular audits of service provision are undertaken internally. The surveys completed by service users are in pictorial format to enable them to make comment about the home. Record keeping is of a high standard and regular audits of all aspects of the home ensure that standards remain high. safety checks are made on the premises and on all equipment and certificates of these are held. Health and safety systems are regularly reviewed and updated to ensure that staff, service users and visitors to the home are protected. Care Homes for Older People Page 24 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 25 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 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 26 of 27 Helpline: Telephone: 03000 616161 or Textphone: or Email: enquiries@cqc.org.uk Web: www.cqc.org.uk We want people to be able to access this information. If you would like a summary in a different format or language please contact our helpline or go to our website. Copyright © (2009) Commission for Social Care Inspection (CSCI). This publication may be reproduced in whole or in part, free of charge, in any format or medium provided that it is not used for commercial gain. This consent is subject to the material being reproduced accurately and on proviso that it is not used in a derogatory manner or misleading context. The material should be acknowledged as CSCI copyright, with the title and date of publication of the document specified. Care Homes for Older People Page 27 of 27 - Please note that this information is included on www.bestcarehome.co.uk under license from the regulator. 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